Consumers demand more from AI-powered customer service

Consumers don’t yet trust artificial intelligence (AI) to give them the customer service experiences they demand, according to research conducted by Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company™, and YouGov. The study polled more than 4,700 consumers from North America and the United Kingdom on consumer perceptions of artificial intelligence and how businesses use it. It found consumers are fed up with inaccurate, unpredictable AI-driven experiences, pointing the finger of blame not at the technology itself, but instead at the way businesses are using it with them.