AI anxiety, confusion, or cost? Survey reveals what’s holding us back from embracing smart home tech

• Less than half of people see artificial intelligence as a positive development for society
• Two-thirds of people willing to embrace smart home tech (but upfront costs are a big barrier)

Artificial Intelligence has work to do convincing people it’s a good thing, with less than half of Britons in a country-wide poll agreeing AI is a positive development in technology which can help unlock human potential.

The nationwide poll commissioned by E.ON⁽¹⁾ found only two in five people (44%) agreed on the potential benefits of AI in technology to help unlock human potential if managed in the right way – although less than a quarter (24%) actively disagreed that AI will positively help us progress in technology.

But despite the apparent reservations on artificial intelligence, technology on its own is not facing the same challenge, with almost two-thirds of people (63%) saying they are willing to embrace smarter home tech such as solar panels and batteries, heat pumps and home energy management systems.

The biggest challenge to smarter homes and lives was the upfront cost of the technology involved, cited by two-thirds of people (67%) as the main barrier. Perceived concerns about data privacy (27%), reliability (27%), and the complexity of smart home tech (25%) were named by only a minority of people as keeping them from making the leap.

The survey of 1,000 adults around the UK found fewer than half (44%) of people see AI as a positive development, even when managed responsibly, highlighting the need for greater understanding and transparency about its benefits.

Commenting on the research, Fiona Humphreys, Chief Digital Officer at E.ON UK, said:
“AI is about more than just speed, it’s about creating smarter, more personalised experiences for our customers. Digital technology and AI are key to driving the energy transition, helping us deliver tailored solutions that meet each customer’s needs.

“At E.ON we’re not only using the latest technology and data solutions to simplify energy bills and improve our support for customers, we’re also leading the charge in making homes and businesses smarter with technologies like energy management systems and flexible battery storage to make our communities smarter and greener. By making these technologies accessible, transparent, and impactful, we’re ensuring they can enhance everyday life and unlock new ways to reduce energy costs.”

E.ON is tackling these challenges head-on, using AI and advanced technology to transform how customers experience energy, embedding AI tools across its services to make energy smarter and more intuitive for customers.

• Whisper: transcribing customer calls into text for real-time sentiment analysis, enabling faster and more accurate responses.
• Chattermill aggregates customer feedback across multiple channels, offering actionable insights to improve support services.
• Billie is an interactive digital bill with video guides, demystifying energy charges. This tool alone has increased customer satisfaction by an impressive 48%.
• A recent collaboration with Kuppa Solar Solutions simplifies and accelerates the adoption of solar power, analysing homes and providing instant insights into costs and benefits for homeowners.
• For businesses, E.ON’s Optimum energy management system offers a cloud-based solution that seamlessly integrates with smart meters to provide detailed insights into energy consumption. This tool automates processes, enhances efficiency, and helps users save on energy costs.

E.ON continues to push the boundaries of innovation with additional tools such as AI-powered voice bots and a Generative AI ‘Wiki Whisperer’ designed to provide seamless, accurate responses to complex customer queries.

Through these initiatives, E.ON is not just making energy smarter — it’s making it accessible and beneficial for everyone. By addressing these barriers, the company is ensuring a future where smart homes and AI aren’t just possibilities but everyday realities for its customers.