Consumers Wary of Artificial Intelligence as Customer Engagement Tool

Well, 24 percent of 6,000 consumers in six countries expressed this sentiment during a Pegasystems survey about artificial intelligence as a key customer engagement tool. Only one in three (36 percent) are comfortable with businesses using AI to engage with them–even if this typically results in a better customer experience. Nearly three quarters (72 percent) indicated some sort of fear about AI. Pegasystems, a software company that empowers customer engagement at the world's leading enterprises, recently announced new artificial intelligence (AI) and robotic automation capabilities in its customer relationship management (CRM) offerings that enable businesses to optimize their sales and customer service effectiveness with desktop analytics and machine learning. The new study revealed that consumers are confused about what artificial intelligence (AI) really does, resulting in misplaced fears that inhibit them from embracing AI-based technology.