Majority of consumers fear engaging with AI

A majority of consumers are confused about what artificial intelligence really does, and have misplaced fears that inhibit them from embracing AI-based technology, according to a new study. Despite that, "these fears are often eased once they gain firsthand AI experience – which ironically many enjoy today without even realizing it," notes the study, conducted by Pegasystems Inc. In a survey of 6,000 customers in six countries, Pegasystems found that consumers appear hesitant to fully embrace AI devices and services. 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. "Almost three quarters (72 percent) express some sort of fear about AI, with one quarter (24 percent) of respondents even worried about robots taking over the world," the study finds.