AI信任报告：2025年新西兰人对人工智能的态度

New Zealanders’ attitudes towards AI in 2025 Artificial intelligence is no longer on the horizon.It’s already reshaping how we live, work, and connect solutions to solve customer problems.Our approach proves that AI can be bothpowerful and ethical, enhancing,not replacing, the human experience.As more New Zealand businesses turn to AI,we all have a responsibility to build trust. At One NZ, we see AI as a game-changer,capable of driving innovation, boostingefficiency, and delivering real benefits for all mind for many. These worries are not justunderstandable, they’re essentialreminders that businesses must earn At One NZ, we are going all in onresponsible AI. We don’t just deployAI—we do it transparently, with a human touch.Last year, we introduced generative AI fromAWS in our contact centres, not to replace Wherever our customers are, we want them tobe better-connected with us, including in afuture where AI is ever-present. But for AI totruly make a positive impact, trust is integral.That’s why we commissioned the One NZ “Our approachproves thatAI can be bothpowerful andethical, enhancing, At One NZ, we’ve seen how AI can free ourpeople to focus on what matters most, whiledelivering better outcomes for customers andcommunities. We’re excited to get these This success came from putting people atthe centre. We made sure there was humanoversight at every step and were upfront The research shows that while 77% of Kiwishave used AI-powered services in the pastyear, almost half don’t trust big companies to Jason ParisChief Executive Officer, One New Zealand Contents Executive SummaryExploring five key insights:New Zealanders’ AI engagements and interactionsTrust and attitudes towards AIBenefits and concerns surrounding AIBuilding trust in AI: Principles and practicesAI’s Impact on Sustainability12345 Conclusion Methodology The One NZ AI Trust Report provides a comprehensiveexploration of Kiwis’ attitudes and opinions regarding This whitepaper analyses the findings of this research conducted in March 2025,offering insights into the current state of AI acceptance in New Zealand and We need to build trustaround the use of AI.There are risks, but theopportunities are enormous -greater productivity, In an era of unprecedented technological advancement, understanding publicsentiment is crucial for organisations to harness AI’s potential while building andmaintaining consumer trust. New Zealand stands at a critical juncture in its AI This report aims to bridge the gap between technological opportunity and publicperception, uncovering ways businesses can enhance their AI efforts and better Executive Summary The One NZAI Trust Report revealsa complex landscapeof AI engagement,trust, concerns, Key recomendations of New Zealanders believe it isimportant or essential for businessesto have strong data privacyprotections when using AI. The findings reveal that trust is the cornerstoneof successful AI adoption in New Zealand.To mitigate risk and create competitive and opportunitiesin New ZealandKey findings include: 43%of Kiwis see the potentialbenefits of AI, including boosting •Develop clear and actionable ResponsibleAI policies•Implement robust data protection measures 42%of strengtheningcybersecurity and fraud protection 41%seeing acceleratingscientific research and innovation 67%of Kiwis are most worriedabout the misuse of personal data Energy use, greenwashingconcerns, and broaderethical issuesemerging 65%the loss of human jobs62%incorrect or unfairdecision-making are the key barriers businesses needto overcome to realise AI’s potentialto achieve sustainability outcomes. New Zealanders’ AI engagement and interactions Three-quarters of Kiwis haveknowingly interacted withAI-powered services from businesses Customer service, virtual assistants, and chat-basedsearch engines are the most commonly used AIapplications, with approximately 2 in 5 Kiwis engaging Age emerges as a significant factor in AI engagement,with 90% of 18-34 year-olds having interacted with AI inthe past 12 months, compared to just 60% of those aged New Zealanders’ AI engagement and interactions User experiences with AI technologies present a mixedpicture. While most interactions with AI services havebeen positive overall, experiences with AI-poweredchatbots and customer support calls tend to generatemore negative feedback, particularly among older users. New Zealanders’ AI engagement and interactions The data reveals an important insight: comfort withAI-powered chatbots is significantly higher among those whohave had recent interactions (54%) compared to those who One NZ’s own implementations of AI technology demonstratethe potential benefits of well-deployed AI solutions. It alsounderscores concerns raised in this research, and that After implementing generative AI capabilities from AWS tohelp contact centre agents better understand and addresscustomer issues, One NZ achieved a 10% increase in customers The sig