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h3"><a class="hover inner-link inner-link-22" href="https://www.applause.com/industries/"><div class='link-icon'><img alt='' aria-hidden='true' width='24' height='auto' src='https://www.applause.com/wp-content/uploads/Briefcase-1.svg'></div><div class='link-body'><div class='link-title'>By Industry</div></div></a></li><li class="menu-item menu-item-type-post_type menu-item-object-page menu-item-130582 menu-item-depth-1 menu-item-index-23" style="grid-area: col_3_li_1"><a class="hover inner-link inner-link-23" href="https://www.applause.com/retail/"><div class='link-body'><div class='link-title'>Retail</div></div></a></li><li class="menu-item menu-item-type-post_type menu-item-object-page menu-item-130583 menu-item-depth-1 menu-item-index-24" style="grid-area: col_3_li_2"><a class="hover inner-link inner-link-24" href="https://www.applause.com/media/"><div class='link-body'><div class='link-title'>Media & Entertainment</div></div></a></li><li class="menu-item menu-item-type-post_type 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class="et_pb_module et_pb_text et_pb_text_0_tb_body et_pb_text_align_left et_pb_bg_layout_light"> <div class="et_pb_text_inner"><h1 class="as-h2 title">Applause 2024 Generative AI Survey Reveals Enthusiasm for Gen AI Despite Persisting Concerns Around Bias and Performance</h1></div> </div><div class="et_pb_module et_pb_text et_pb_text_1_tb_body as-h3 title et_pb_text_align_left et_pb_bg_layout_light"> <div class="et_pb_text_inner"><h2 class="title">75% of respondents said chatbots are getting better at managing toxic or inaccurate responses, yet 50% have still experienced bias and 38% have seen inaccuracies.</h2></div> </div><div class="et_pb_module et_pb_text et_pb_text_2_tb_body as-h3 sub-title et_pb_text_align_left et_pb_bg_layout_light"> <div class="et_pb_text_inner"><p><div class='press-release-meta meta-data'>Boston, Massachusetts — March 27, 2024</div></p></div> </div><div class="et_pb_with_border et_pb_module et_pb_post_content et_pb_post_content_0_tb_body"> <p><span style="font-weight: 400;">Applause, a world leader in testing and digital quality, released the results of its second Generative AI (Gen AI) Survey. The survey collected input from over 6,300 consumers, software developers and QA testers regarding their usage of, and attitudes toward, Gen AI tools (including chatbots) and Gen AI in software testing. Many respondents felt that chatbots are getting better at supporting their needs, though concerns around bias and performance remain. </span></p> <p><b>Key findings:</b></p> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Respondents thought chatbots are managing toxic and inaccurate responses better, but many have still experienced biased or inaccurate results and have data privacy concerns.</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Chatbots are mainly being used for research.</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Multimodal capabilities are essential for chatbot adoption.</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">It’s not unusual for users to switch between chatbots, depending on the task.</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Gen AI is increasingly being used in software development and testing.</span></li> </ul> <p><b>Additional insights:</b></p> <p><b>Not surprisingly, ChatGPT was the most used, and most popular, chatbot. </b></p> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Being first to market, ChatGPT has been used the most (91%), followed by Gemini (63%) and Microsoft Copilot (55%).</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Other chatbots have been used by under a third of users: Grok (32%), Pi (29%), Perplexity (24%), Claude (23%) and Poe (21%).</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">38% of respondents indicated that they use different chatbots depending on the specific task.</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">27% of respondents said they have replaced one chatbot with another due to performance. </span></li> </ul> <p><b>Chatbots are being used for research on a daily basis, suggesting they </b><b>deliver valuable results.</b></p> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">91% of respondents have used chatbots to conduct research, and 33% of those respondents use them for research daily.</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">81% of respondents have used chatbots for answering basic search queries in place of traditional search engines, and 32% of those respondents do so daily.</span></li> </ul> <p><b>Multimodal capabilities are essential to getting value from chatbots.</b><span style="font-weight: 400;"> </span></p> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">A majority of respondents (62%) said that multimedia is essential for a large portion of their usage of a Gen AI tool.</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">A fourth of respondents have used both text and voice commands to interact with chatbots, with 5% stating they use voice as their main form of input.</span></li> </ul> <p><b>Gen AI is increasingly being used in software development and testing.</b></p> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Of the 1,539 respondents using Gen AI for software development and testing, the most common applications are writing or debugging code (51%), test reporting (48%), building test cases (46%) and building apps (42%).</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">GitHub Copilot is the most popular tool for coding assistance (41% of respondents), followed by OpenAI Codex (24% of respondents).</span></li> </ul> <p><b>There is room to improve the experience.</b></p> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Only 19% of users indicated that the chatbot understood their prompt and provided a helpful response every time. </span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Chatbot features users would like to see include better source attribution, more localized responses, support for more languages and deeper personalization.</span></li> </ul> <p><b>Concerns still linger around data privacy, inaccurate responses and biased responses. However, respondents thought chatbots are managing toxic and inaccurate responses better.</b></p> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">89% of respondents were concerned about providing private information to chatbots, and 11% said they would never provide private information.</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">50% of the respondents have experienced biased responses, and 38% have seen examples of inaccurate responses.</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">75% of respondents felt that chatbots are getting better at managing toxic or inaccurate responses.</span></li> </ul> <p><span style="font-weight: 400;">“It’s clear from the survey that consumers are keen to use Gen AI chatbots, and some have even integrated it into their daily lives for tasks like research and search. Chatbots are getting better at dealing with toxicity, bias and inaccuracy – however, concerns still remain. Not surprisingly, switching between chatbots to accomplish different tasks is common, while multimodal capabilities are now table stakes,” said Chris Sheehan, </span><span style="font-weight: 400;">SVP Strategic Accounts and AI at Applause. “To gain further adoption, chatbots need to continue to train models on quality data in specific domains and thoroughly test across a diverse user base to drive down toxicity and inaccuracy.” </span></p> <p><span style="font-weight: 400;">The Generative AI Survey is part of the State of Digital Quality content series from Applause. In May 2023, the company released its second annual </span><a href="https://www.applause.com/state-of-digital-quality-2023/"><i><span style="font-weight: 400;">State of Digital Quality Report</span></i></a><span style="font-weight: 400;">, which analyzes a representative sample of its testing data and reports on the most common flaws in digital experiences in several industries, including retail, finance, media and telecommunications, and travel and hospitality. </span></p> </div><div class="et_pb_with_border et_pb_module et_pb_text et_pb_text_3_tb_body et_pb_text_align_left et_pb_bg_layout_light"> <div class="et_pb_text_inner"><h4><strong>About Applause</strong></h4> <p>Applause is the world leader in digital quality – built by innovators, powered by people and dedicated to the comprehensive digital testing and feedback needs of our global enterprise customers. 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