Consumers confused about artificial intelligence: Study - ET CIO

New Delhi, Most customers are confused about the use of artificial intelligence (AI) and are, therefore, reluctant to embrace this new technology, a study said on Friday. Released by US-based software firm Pegasystems, it revealed that these fears are often eased once the users gain firsthand AI experience -- which ironically many enjoy without even realising it. "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," said Don Schuerman, Vice President (Product Marketing) Pegasystems. The study that involved 6,000 customers in six countries found that consumers were hesitant to fully embrace AI devices and services. "Only 36 per cent are comfortable with businesses using AI to engage with them. Almost 72 per cent express some sort of fear about AI," the study found.