Consumers have confidence in artificial intelligence (AI) as a tool for transforming their customer experiences but have growing concerns over AI’s increased prevalence in other disciplines, according to new research from Pegasystems Inc. (NASDAQ: PEGA), the low-code platform provider empowering the world’s leading enterprises to Build for Change®. The study, conducted by research firm Savanta and unveiled at PegaWorld® iNspire, the company’s annual conference in Las Vegas, surveyed 5,000 consumers worldwide on their views around AI, its continued evolution, and the ways in which they interact with the technology.
It found a general acceptance of AI in areas relating to customer experience, with two thirds (67%) of respondents agreeing AI has the potential to improve the customer service of businesses they interact with, and more than half (54%) saying companies using AI will be more likely to offer better benefits to customers compared to businesses that do not. Meanwhile, nearly half of respondents (47%) indicated they are comfortable interacting with well-tested AI services from businesses, and two thirds (64%) said they expect most major departments within organizations will be run using AI and automation within the next ten years.
Despite this, the research also highlighted a major lack of trust in AI in several areas, including:
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A preference for people: Despite demonstrating an appetite for the use of AI in customer engagement, 71% of respondents said they still prefer to interact with a human being than the AI itself. The vast majority (68%) also said they would trust a human bank employee to make an objective, unbiased decision about whether to give a bank loan more than an AI solution, while the overwhelming majority (74%) admitted they would trust a medical diagnosis from a human doctor than one made by AI with a better track record of being right, but which could not demonstrate or explain how it arrived at its decision. Meanwhile, despite…
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