AI信任报告_2025年新西兰公众对人工智能的态度_40页_1mb

AI Trust Report Summary

Core Content

The One NZ AI Trust Report explores New Zealanders' attitudes and interactions with AI in 2025, highlighting both the opportunities and challenges associated with its adoption. The report emphasizes the importance of trust in AI implementation and outlines key findings, insights, and recommendations for businesses and public sector organizations to build and maintain consumer confidence.

Main Findings

• AI Engagement: 77% of New Zealanders have used AI-powered services in the past year, with customer service chatbots, virtual assistants, and search engines being the most common applications.
• Trust Levels: While many see the value of AI, trust remains a major concern. Almost half (49%) of New Zealanders don’t trust big companies to use AI ethically.
• Key Concerns:
  • Data Privacy: 67% of Kiwis are most worried about the misuse of personal data.
  • Job Losses: 65% are concerned about the loss of human jobs.
  • Fairness: 62% are worried about incorrect or unfair AI decision-making.
• Benefits Seen:
  • Productivity: 43% see AI as a way to boost productivity.
  • Cybersecurity: 42% believe AI can strengthen cybersecurity and fraud protection.
  • Innovation: 41% expect AI to accelerate scientific research and innovation.
• Demographics: Older Kiwis and women show higher levels of concern and lower trust in AI compared to the general population.
• Industry Trust: Retail and telecommunications enjoy relatively higher trust, while government, banking, and healthcare face more skepticism.

Key Insights

1. AI Engagement and Interactions

• AI is increasingly integrated into daily life, particularly in customer service and virtual assistants.
• Age plays a significant role, with 90% of 18-34 year-olds having interacted with AI, compared to 60% of those aged 55+.
• Chat-based search engines and AI-powered customer support calls are less popular, with negative feedback more common from older users.

2. Trust and Attitudes

• Trust is essential for AI adoption. 6 in 10 Kiwis would stop using a company if they had concerns about AI usage.
• The public expects strong data privacy protections and ethical AI use, especially from sectors handling sensitive information.

3. Benefits and Concerns

• AI offers significant benefits, such as improved productivity, better fraud detection, and faster innovation.
• However, concerns about data misuse, job loss, and fairness remain prominent.

4. Building Trust in AI

• Businesses must implement Responsible AI policies, robust data protection, transparent communication, and human oversight.
• Human backup and escalation options are critical for building trust among skeptical users.
• Age-appropriate onboarding and demographic-specific strategies are necessary to address varying comfort levels.

5. AI's Impact on Sustainability

• AI can help achieve sustainability goals by improving efficiency and reducing waste.
• However, greenwashing concerns and ethical issues are key barriers to adoption.

Key Recommendations

• Develop clear Responsible AI policies that align with public expectations.
• Implement robust data protection measures to address privacy concerns.
• Ensure transparency in AI use and provide clear communication about how it works.
• Maintain human oversight in AI systems, especially for high-stakes applications.
• Design intuitive AI interfaces that offer seamless escalation to human support.
• Create age-appropriate and gender-sensitive communication strategies to build trust among older users and women.
• Focus on low-risk, high-value applications to establish confidence early in AI deployment.

AI in the Public Sector

• AI can significantly improve public services by enabling faster, more accurate, and more personalized interactions.
• However, the public sector faces unique challenges, including high trust expectations and sensitive data handling.
• Dual governance oversight and strict data storage and encryption protocols are essential for public sector AI initiatives.

Cybersecurity and AI

• AI presents both opportunities and risks in cybersecurity.
• It can enhance threat detection and response, but also be used to create more sophisticated attacks.
• DEFEND, One NZ’s cybersecurity partner, uses AI to improve security while helping businesses implement AI safely.

Conclusion

The report underscores that AI can be both powerful and ethical when implemented with transparency, human oversight, and trust-building measures. It calls for a human-centred approach to AI, where the technology enhances, rather than replaces, the human experience. The key to successful AI adoption lies in addressing public concerns, ensuring ethical use, and maintaining a balance between innovation and responsibility.

Methodology

The report is based on a survey conducted in March 2025, analyzing the attitudes and interactions of New Zealanders with AI across various industries and demographics. It provides a comprehensive view of how AI is perceived and used, offering actionable insights for businesses and public sector organizations.