Consumers Failing to Embrace AI Benefits, Says Research

Consumers lack trust in artificial intelligence (AI) and don't understand the extent to which it can make their interactions with businesses better and more efficient, according to new research from Pegasystems Inc. (PEGA), the software company empowering digital transformation at the world's leading enterprises. The study, which was conducted by research firm Savanta and unveiled at PegaWorld in Las Vegas, surveyed 5,000 consumers around the world on their views around AI, morality, ethical behavior, and empathy. Despite AI delivering the types of customized, relevant experiences people demand, many consumers still aren't sold on the benefits. With many businesses turning to AI to improve the customer experience, it's important for organizations to understand their customers' perceptions, concerns, and preferences. One of the critical ways organizations can increase customer trust and satisfaction is to use all the tools at their disposal and demonstrate more empathy in their interactions.