In light of World Consumer Rights Day, discussions surrounding the theme “Fair and Responsible Use of Artificial Intelligence in Consumer Relations” have surfaced, shedding light on consumers’ experiences and concerns regarding AI-driven products and services.
In Mokokchung district, and indeed in Nagaland as a whole, the utilization of AI technology by both shopkeepers and consumers is still in its infancy, presenting a significant gap in access and implementation compared to more technologically advanced regions. This lack of widespread adoption poses challenges and opportunities for both businesses and consumers alike.
An anonymous consumer from Mokokchung district, identified as a graduate and social entrepreneur, shared insightful perspectives on their interactions with AI technology.
When queried about awareness of consumer rights in the context of AI-driven products, the consumer acknowledged a nuanced understanding. They highlighted the convenience offered by AI products while expressing caution about the increased susceptibility to scams, emphasizing the importance of vigilance.
Regarding experiences with AI technology influencing purchasing decisions, the consumer articulated both positive and negative impacts. They noted the efficiency of AI-driven marketing in recommending relevant products based on previous purchases, yet also expressed concerns about fraudulent practices and instances where personal needs were not adequately addressed, resulting in unsatisfactory experiences.
In terms of safeguarding personal data privacy and security while interacting with AI-powered systems, the consumer outlined a multifaceted approach. They mentioned verifying manufacturing dates and processes, scrutinizing ingredients, and relying on global and local reviews, as well as app ratings, to mitigate privacy risks.
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However, when queried about the transparency and accountability of businesses regarding the use of AI in consumer-related processes, the consumer did not provide a response. As a customer, it is crucial to address this aspect. Transparency and accountability are important to ensure consumer trust and confidence in AI-driven systems. “Businesses must prioritize clear communication regarding AI usage, data collection practices, and measures taken to protect consumer interests,” views the Consumer.
One of the shopkeepers who owns a sporting store in the heart of Mokokchung Town, emphasized to consumers the importance of balancing online consumption with supporting local markets. He said, “while online shopping offers convenience, prioritizing local shops helps sustain the local economy and supports small businesses. It’s essential to recognize the value of local businesses in maintaining the community’s economic health.”
To fellow shopkeepers, he said that the health of the business market largely rests on the shopkeepers and that utilizing online search engine tools to discover the latest products at competitive prices can indeed benefit both sellers and consumers. However, he added that it is also essential for shopkeepers to embrace AI-driven solutions to enhance accessibility and affordability for small businesses in Nagaland, thus ensuring their long-term viability and competitiveness in the market.
