According to a new study from Pegasystems, consumers lack confidence in artificial intelligence (AI) and do not know how much it can make their relationships with companies better and more effective. The study, undertaken by research company Savanta and unveiled in Las Vegas at PegaWorld, surveyed 5,000 customers around the globe about their opinions on AI, morality, ethical conduct, and empathy.
Key findings of the study include:
- Consumers are cynical about the businesses they are doing company with: 68% of participants said that organisations have the duty to do what is morally correct for the client beyond what is legally needed. Despite this, 65 percent of participants do not believe firms to have their best interests at core, raising important questions about how much confidence they have in technology firms to communicate with them. Consumers, in a world that purports to be customer-centric, do not think that companies are genuinely concerned about them or demonstrate enough empathy for their individual circumstances.
- There are severe trust problems with AI: less than half (40%) of participants agreed that AI has the capacity to enhance the client service of companies they communicate with, while less than one third (30%) felt comfortable interacting with companies using AI. The concept was said to be’ very comfortable’ by just nine percent. At the same moment, one-third of all participants said they were worried about machines taking their employment, with more than a quarter (27%) also quoting as a problem the’ increase of robots and enslavement of mankind.’
- Many think that AI is unable to create unbiased choices: more than half (53%) of participants said that it is feasible for AI to demonstrate prejudice in the manner it makes choices. Fifty-three percent also felt that, regardless of how much time has passed, AI will always make decisions based on the biases of the person who created his initial instructions.
- People still prefer the human touch: when dealing with client service, 70% of participants still prefer to talk to a human than an AI scheme or chatbot, and 69% of participants agree that they are more likely to say a human the reality than an AI scheme. And when it comes to making choices about life and death, an overwhelming 86% of individuals say they trust more than AI to animals.
- Most think that AI does not use ethics or compassion: only 12% of consumers agree that AI can say the distinction between good and evil, while more than half (56%) of clients do not think that it is feasible to create morally behaving machines. Just 12 percent think they’ve ever interacted with an empathic device.