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1、WhatConsumersReallyThinkAboutAI:AGlobalStudyInsightsintothemindsofconsumerstohelpbusinessesreshapetheircustomerengagementstrategiesExecutivesummary:TheAI/consumerparadoxSeveraldecadesafteritfirstjustunderone-thirdsaytheyaren’t.Andthenthere’sHowcomfortableareyou/wouldyouarrivedonthescene,art
2、ificialanotherthirdwhosaytheyjustdon’tknowyet.bewithabusinessusingArtificialIntelligencetointeractwithyou?intelligence(AI)isenjoyingyetTobesure,manyconsumersareexcitedtoembraceanotherrebirth.thebenefitsofAIandseeapromisingfutureahead.Butsomeharbordeep-rootedfearsaboutAI,andThelatestwavesofr
3、apidinnovationarecapturingmoststillpreferthefamiliarityofthehumantouchtheworld’simaginationforhowAIcantransformtheoverafacelessmachinewhengiventheoption.For35%wayweworkandlive.Thistime,it’snotrelegatedothers,theAIexperienceisn’tyetlivinguptotheirComfortabletoresearchlabsandthebackoffice.Bus
4、inessesexpectations.Andacrosstheboard,wefoundmostaretakingAIoutoftheboxandexposingittotheirconsumersjustdon’tunderstandAI–notrealizingcustomers–whoseexpectationsforbetterbrandhowitalreadytouchestheirliveseveryday.experiencesarerisingasSiri,Alexa,andthelike,becomemoreubiquitous.Thedooriswide
5、openforforward-“thinkingcompaniestotakeadvantageButwhiletheAI-hypemachinemarcheson,fewofthisperiodofuncertaintyand“28%organizationsunderstandwhatconsumers–theonesadjusttheirapproachtoalignwithUncomfortableexperiencingtheirservicebots,recommendationtheircustomers’AIpreferences.engines,andvir
6、tualassistants–thinkaboutthisnewwaytoengage.TheseinsightscanhaveaprofoundDespitetheseapparentcontradictions,thedataalsoimpactonhowandwherebusinessesuseAIinanyrevealsamajoropportunity.Thedooriswideopencustomerengagementscenario.forforward-thinkingcompaniestotakeadvantageofthisperiodofuncerta
7、intyandadjusttheirapproachTofindoutmore,Pegasystems,aleaderincustomertoalignwiththeircustomers’AIpreferences.Done37%engagementsoftware,conductedaglobalstudytoright,theycandemystifyAIbystrategicallypullingbackNeithermeasureconsumerattitudestowardAIand,mor
