Privacy concerns curtail consumers' appetite for AI

Study finds that AI's potential clashes with people's desire for privacy

While 70% of consumers believe AI could improve their lives, just 27% are willing to part with personal data that would enable better customer service, according to new research.

Of the survey's 6,000 respondents, just one in three told Pegasystems they are comfortable with the idea of businesses using AI to interact with them. However, of the people who have previously used AI, 55% said they would be happy to do so again.

Pegasystems' findings among consumers in the US, APAC and EMEA, collected in its What Consumers Really Think About AI report, identified an opportunity for forward-thinking companies to "take advantage of this period of uncertainty and adjust their approach to align with their customers' AI preferences".

When asked if they would be open to using AI if it provided some sort of benefit, such as saving time or money, 68% said they would - but their desire for privacy usually trumps their appetite for more convenient services.

Advertisement
Advertisement - Article continues below
Advertisement - Article continues below

"In order for AI to work and continuously learn, consumers have to give [their data] in order to get [the benefits]," the report said. "But in many cases, their desire for personalization conflicts with a stronger need for privacy."

In terms of who users trust to deploy AI, 34% of consumers pointed to online retailers to help identify products they might be interested in, followed by 27% picking healthcare, where doctors could use AI to make better diagnoses.

One quarter identified telecommunications, where AI chatbots could offer them better smartphone contracts, followed by 20% who said banks could use AI to offer better banking products when they open an account.

Just 11% of respondents trusted their governments to use AI.

While plenty of organisations, including Transport for London (TfL), are using AI-powered chatbots to answer customer queries or personalise a service, respondents still rate humans as better at doing customer service - one key area where AI is predicted to have an impact.

Pegasystems' report said: "Part of the problem is that most chatbot experiences today feel like, well, pre-scripted chatbots. Most people (nearly 60%) think they can spot a machine-powered chat from a mile away. The state of most chatbots today is still largely rudimentary - not sophisticated enough to pick up context, sentiment, or emotion in the moment."

Featured Resources

What you need to know about migrating to SAP S/4HANA

Factors to assess how and when to begin migration

Download now

Your enterprise cloud solutions guide

Infrastructure designed to meet your company's IT needs for next-generation cloud applications

Download now

Testing for compliance just became easier

How you can use technology to ensure compliance in your organisation

Download now

Best practices for implementing security awareness training

How to develop a security awareness programme that will actually change behaviour

Download now
Advertisement

Recommended

Visit/data-insights/data-management/354423/eu-us-data-transfer-tools-used-by-facebook-ruled-legal
data management

EU-US data transfer tools used by Facebook ruled legal

19 Dec 2019
Visit/security/internet-security/354417/avast-and-avg-extensions-pulled-from-chrome
internet security

Avast and AVG extensions pulled from Chrome

19 Dec 2019
Visit/security/354156/google-confirms-android-cameras-can-be-hijacked-to-spy-on-you
Security

Google confirms Android cameras can be hijacked to spy on you

20 Nov 2019
Visit/backup/33385/arcserve-udp-9240dr-review-beef-up-your-backups
backup

Arcserve UDP 9240DR review: Beef up your backups

4 Apr 2019

Most Popular

Visit/microsoft-windows/32066/what-to-do-if-youre-still-running-windows-7
Microsoft Windows

What to do if you're still running Windows 7

14 Jan 2020
Visit/operating-systems/25802/17-windows-10-problems-and-how-to-fix-them
operating systems

17 Windows 10 problems - and how to fix them

13 Jan 2020
Visit/hardware/laptops/354533/dell-xps-13-new-9300-hands-on-review-chasing-perfection
Laptops

Dell XPS 13 (New 9300) hands-on review: Chasing perfection

14 Jan 2020
Visit/web-browser/30394/what-is-http-error-503-and-how-do-you-fix-it
web browser

What is HTTP error 503 and how do you fix it?

7 Jan 2020