AI Confusion Widespread Among Consumers

AI Confusion Widespread Among Consumers

By Richard Adhikari

Apr 4, 2017 11:33 AM PT


Most people think they know what the term “artificial intelligence” means, based on the results of a survey Pegasystems released Tuesday. However, their responses suggested that they probably don’t fully understand how it’s being used today, including in the customer service realm.

Researchers polled 6,000 adult consumers in the United States, the UK, the Netherlands, France and Germany. Seventy-two percent of the survey participants said they understood what was meant by “artificial intelligence.”

While 32 percent said they weren’t sure if they had interacted with AI, 34 percent said they had. Another 34 percent said they had never had an AI interaction.

However, 84 percent actually had come into contact with AI, based on the devices or services they actually used, such as virtual home assistants, intelligent chatbots, or systems that incorporate predictive suggestions, including Google search and spam filters.

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