72% consumers think AI is scary: Pegasystems report
A new global study released by customer engagement and operational excellence software provider, Pegasystems, revealed in a report that consumers are confused about what artificial intelligence (AI) really does, resulting in an apprehensions to use AI-based technology. However, these consumers are somehow directly or indirectly using AI without even realizing it.
Pegasystems conducted a survey amongst 6,000 customers in the US, UK, France, Germany, the Netherlands, and Australia, and found that only 36% are comfortable with businesses using AI to engage with them even if this typically results in a better customer experience. Almost 72% expressed some sort of fear about AI, with 24% respondents worried about robots taking over the world.
“Though AI has been around for more than 30 years, it has now evolved to the point that businesses can engage with each individual consumer on a real-time, one-to-one basis,” said Don Schuerman, vice president, product marketing and CTO, Pegasystems.
“But our study suggests the recent hype is causing some confusion and fear among consumers, who may not really understand how it’s already being used and helping them every day. Businesses need to focus on using AI to develop applications that provide real value for customers to improve their experiences rather than overhyping the technology itself.”