We must demystify new tech like artificial intelligence': Viviana Vitto

Companies must help customers overcome the fear factor of new technology

According to Viviana Vitto, Head of Market Studies and Strategic Analysis at Enel Global Infrastructure and Networks, there is no point in denying that some consumers see new technologies like artificial intelligence or smart meters "as something negative".

She explains that they are bound to view these technologies as "something that is invading their privacy, for example. And of course, there is not one standard recipe to address the issue."

However, she adds that part of the solution is "to listen carefully at the consumers and understand why they feel this way, why they have this perception. The reasons can be cultural, local, or the typical reaction to the unknown that these technologies represent."

Watch part 1 of the interview with Viviana Vitto

And of course, once the problem and its root are identified, then one can simply explain "how these technologies can actually help the customer".

But then again, there is the issue of data and who owns it. One of the main dilemmas surrounding data concerns 'privacy vs sustainability'. "The respect of privacy is granted," says Vitto, "but still, one can do a lot of things within its limits. Things that will benefit everyone."

Watch the second part of the interview to also hear about Enel’s own strategy, what Viviana expects from the commission, and why she believes that Europe is on a good path when it comes to sustainability.

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