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Research highlights confidence in AI to improve customer experience even as broader trust issues linger
LAS VEGAS, June 13, 2023 /PRNewswire/ -- 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:
Quotes & Commentary:
"As applications like Midjourney and ChatGPT bring AI to the masses, it's no surprise that we're seeing a degree of conflict. Let's not forget, many people are already accepting the benefits this technology can bring; after all, asking Alexa or Siri a question is nothing new for most consumers," said Dr. Rob Walker, general manager, 1:1 customer engagement, Pega. "However, it's also perhaps inevitable that as the spotlight on this technology intensifies, so does the level of fear and uncertainty around some of the more science-fiction influenced 'doomsday scenarios' surrounding it. As these concerns grow, the need for those organizations to demonstrate greater transparency in the outcomes these AI systems produce, and perform ethical bias tests to check how it 'behaves' at all times becomes clear.
"What we're seeing is that while people seem more comfortable than ever using AI, they'd rather hold it at arm's length when it comes to dealing with big, impactful decisions. Consumers are still expressing a strong desire to retain human interactions as a key part of the way they interact with organizations. What this tells us is that people are important, and that consumers want human beings in the loop at all times. The best way to embrace technologies like AI is to use them to supplement and augment existing human skills. Businesses that can do this effectively will be able to reap the benefits, keep their customers happy, and maximize their productivity."
Notes
Pega surveyed 5,000 global consumers on their views on artificial intelligence. The results included responses from the United States, the United Kingdom, France, Australia, and Japan.
About Pegasystems
Pega provides a powerful low-code platform that empowers the world's leading enterprises to Build for Change. Clients use our AI-powered decisioning and workflow automation to solve their most pressing business challenges – from personalizing engagement to automating service to streamlining operations. Since 1983, we've built our scalable and flexible architecture to help enterprises meet today's customer demands while continuously transforming for tomorrow. For more information on Pegasystems (NASDAQ: PEGA), visit www.pega.com.
Press Contact:
Jon Brigden
Pegasystems
jon.brigden@pega.com
Twitter: @pega
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SOURCE Pegasystems Inc.