Study Shows Customers Want AI Engagement with “Human Touch”

Study Shows Customers Want AI Engagement with “Human Touch”

A recent study done by American software company Pegasystems Inc. showed that consumers are open to using AI-powered customer engagement, as long as it features a “human-like touch”.

The research involved 6000 survey participants from 6 countries, 70% of which said that they are willing to use artificial intelligence solutions in their daily lives, while 40% expected AI to contribute improvements to customer service.    

The survey also revealed that three areas that customers are most concerned about when businesses use AI-based experiences – transparency, data privacy, and “humanization”.

Source: NASDAQ

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