Artificial intelligence is becoming more common in everyday life, but its outputs are not fully trusted

According to a consumer survey commissioned by the Finnish Transport and Communications Agency Traficom, more than half of consumers use AI applications. They are used especially in leisure time and to support learning, but at the same time the reliability of the information they produce raises doubts.

“The use of AI has increased, but trust in the information it produces is developing more slowly. It is therefore important that users understand how AI works and what the information it produces is based on. Traficom coordinates the implementation of the EU Artificial Intelligence Act in Finland and supports the conditions for the safe and trustworthy use of AI,” says Director Jenni Koskinen.

Use of AI applications has increased

A total of 56 per cent of consumers have used freely available AI applications, and 22 per cent have used solutions designed for a specific purpose. Altogether, 58 per cent of consumers have used at least one of these. Among young people aged 18–24, as many as 80 per cent use AI, while among those aged 65–79 the share of users is around one third.

The most commonly used application is ChatGPT, which has been used by 48 per cent of consumers. The use of other applications is clearly lower; for example, Google’s Gemini is used by 19 per cent of consumers and Microsoft’s Copilot by 15 per cent.

Use is focused on leisure time and learning

AI is most commonly used for leisure activities, such as hobbies, with 38 per cent of consumers making use of it for these purposes. A total of 21 per cent use AI at work and 16 per cent in their studies.

Based on Traficom’s consumer survey, the most common uses of AI among consumers in Finland are supporting learning, entertainment and generating ideas. A US study found that AI is increasingly being used for purposes such as therapy, personal development and improving productivity, rather than for technical tasks. Only nine per cent of consumers in Finland have used AI as a conversational partner or for companionship, which was the most common use case in the US study.

Information is checked, but scepticism remains

Attention is paid to the accuracy of information produced by AI. Of those consumers who use AI at work or in their studies, 77 per cent verify the information they receive against another source.

Although 81 per cent of users find AI easy to use, 36 per cent consider the results it produces to be unreliable. The outputs are often perceived as clear, but their underlying basis is not fully trusted.

Attitudes are divided between benefits and concerns

Consumers’ attitudes towards AI are mixed. The most common associations relate to doubts and risks, but also to benefits and opportunities. In the consumer survey, respondents described their views on AI using two words. Among individual words, both positive terms such as 'useful' and negative ones such as 'frightening' were emphasised.

“AI simultaneously raises interest and scepticism. Consumers recognise its benefits but remain cautious about how reliable the information it produces is,” says Senior Specialist Marja Heinonen.

Awareness of data use varies

Two thirds of consumers are aware that AI applications may store the information provided to them and use it to develop their services. Awareness is more common among younger age groups than older ones.

Traficom emphasises that it is important for consumers to understand how AI services operate and the risks associated with them, so that these services can be used safely.

The study is based on a large-scale survey

The study was conducted by Bilendi Oy as an online survey among 3,000 respondents in late 2025. The results reflect Finnish consumers’ experiences and views on the use of AI.