Survey: Half of Germans concerned about AI in online transactions

The use of Artificial Intelligence (AI) in digital purchasing offers is causing more unease among German consumers, according to a survey published on Wednesday.

Half, or 52%, are generally worried about the potential influence of AI on future purchasing decisions or contract conclusions, the survey commissioned by the Federation of German Consumer Organizations revealed. In a previous survey conducted in March 2024, 44% had expressed general concern about this issue.

The head of the association, Ramona Pop, told dpa: "AI can simplify the digital everyday life of consumers, but it also carries risks."

She explained that companies could use AI in call centres to analyse emotions in real-time without consumers noticing: "Insecure customers can thus be identified and specifically pressured – for example, to purchase additional insurance."

According to the survey, the proportion of women concerned about being influenced is higher at 60%, with 38% reportedly unconcerned. Among men, 44% stated they were worried about AI in purchasing decisions, while 55% were not concerned.

The institute Forsa conducted the survey from December 2 to 4, interviewing 1,002 people aged 18 and over.

Consumer advocate Pop said: "In the rapidly changing digital world, consumer rights must be continually renegotiated and adapted."

She warned against focusing primarily on companies during consultations on digital legislation at the EU level. Under the guise of reducing bureaucracy, consumer rights should not be weakened, she said.

For people to trust and accept digital services like AI, there must be clear legal rules for all companies, she added.