“I think the biggest thing is loss of control. … I mean, AI systems can provide a lot of great insights and suggestions and everything, but we want to be careful that we’re not letting them make all the decisions, too. We use AI capabilities in medical. You don’t want the system to make the diagnosis. You want them to provide all the insights so we humans can bring the other factors in to actually make final decisions.

“So I think the misconception is that if we’re working with AI, then we lose control and bad things can happen. And, you know, we don’t see [AI] as letting it take over; we see it as really working with and improving what humans do and humans still having the control.”

— Ben Stanley, global automotive research lead for the IBM Institute for Business Value

“All of the technology that we have in vehicles still has kept the human in control. And now we’re saying, relinquish control. And I think that’s hard for people. … With artificial intelligence, it’s scary that people don’t understand that we — humans — have programmed everything it’s able to do. …

“It’s going to take this user acceptance over time. It’s not going to be an overnight change. It shouldn’t be an overnight change. There’s a lot of things that need to be worked out.”

— Jeffrey Miller, University of Southern California associate computer science professor

“I think there’s a little bit of nervousness on the OEM part. Yeah, they want to better understand the customer. They’d like to tailor things to better meet their needs. … “And so there’s a little bit of a nervousness in terms of, ‘I want to better understand the customer, but I know today that the dealer pretty much owns the major points in the journey, and so I don’t necessarily want to disrupt that. I’m so dependent upon the dealer.’ So I would say the consumers still feel like, the OEM doesn’t understand me, really, and the dealer doesn’t understand me, either, because they just don’t have enough information on my entire experience.”

— Mike Hessler, North American Automotive lead for consulting company Capgemini