17 Aug 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
