Most consumers don't really know what artificial intelligence (AI) does, and the basic misunderstanding has some fearful of the technology. <\/p>\n
In a survey of 6,000 customers in six countries,the findings from Pegasystems study released this week found that consumers are hesitant to embrace AI devices and services. Some 36% are comfortable to engage with businesses using AI even if it results in a better customer experience. About 72% said they have some sort of fear about AI, with 24% worried about robots taking over the world. <\/p>\n
Only 34% of survey respondents thought they had directly experienced AI, but when asked about the technologies in their lives, the survey found that 84% use at least one AI-powered service or device such as virtual home assistants, intelligent chatbots, or predictive product suggestions. When asked to identify AI-powered devices, only 41% knew that AI supports both Amazon Alexa and Google Home. <\/p>\n
When asked to name the technology they have used in the past year that includes AI, 51% said email spam filters; 46%, predictive search; 36%, Siri virtual assistant; 31%, online virtual assistant; 28% Facebook recommended news; 28%, online shopping recommendations; 11% home virtual assistants; 9%, reverse image searching; and 16%, none of the above. <\/p>\n
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About 72% believed they understood AI, but far fewer could correctly define what it is or what it can do. Only 37% knew that AI can interpret or understand speech, while 35% knew it could mimic humans; 50% knew it can solve problems; and 57% knew that it can learn. <\/p>\n
Despite the misunderstanding, the data shows that consumers are significantly more comfortable with AI if they think. In general non AI-users -- at 25% -- said they feel at ease with businesses using AI to interact with them. This sentiment jumps to 55% for those who understand a bit more about the technology. Some 36% of non-AI users are uncomfortable, while 19% of AI users are comfortable, with AI. <\/p>\n
Despite the misunderstandings, nearly 70% said they would like to experience more AI if it makes their lives easier. <\/p>\n
The study also found that consumers still want human interaction when they need customer service. Only 10% said they are comfortable using AI for the government to provide better and more personalized customer service. That jumps to 15% for car dealerships and insurance, and 20% for banking and financial advice. Telecom at 15, healthcare at 27%, and online retail at 34% were the highest. <\/p>\n
The report What Consumers Really Think About AI surveyed consumers across the US, Britain, France, Germany, the Netherlands, and Australia. <\/p>\n
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Consumers Confused About Artificial Intelligence - MediaPost Communications<\/a><\/p>\n","protected":false},"excerpt":{"rendered":" Most consumers don't really know what artificial intelligence (AI) does, and the basic misunderstanding has some fearful of the technology. In a survey of 6,000 customers in six countries,the findings from Pegasystems study released this week found that consumers are hesitant to embrace AI devices and services Continue reading