Pega Survey reveals Indian consumers extremely open to AI adoption to drive customer experiences

When we talk about Artificial Intelligence (AI), along with ease of work another thing which plays into our mind is the fear that machines will replace the human workforce. But as per a study by Pegasystems, Indian consumers are extremely open to AI adoption to drive better customer experiences.

Conducted by research firm Savanta, the study surveyed over 1,000 consumers in India on their views about AI as it relates to morality, ethical behavior, and empathy. Of the respondents, 74% constituted millennials and GenX.

The study found that Indian consumers generally trust new technologies like AI if they see the potential to improve their productivity and make things simpler. But at the same time, respondents still worry about the ethics behind AI and the potential for it to act with bias. In a still maturing market for technology adoption like India, it’s important for organizations to understand their customers’ perceptions, knowledge gaps, and preferences of AI to optimally implement it.

The study found 60% of Indians are more likely to tell the truth to an AI system or chatbot as compared to a human. This could be because engaging with a neutral bot would ease people’s concerns about the embarrassment of saying the wrong thing or creating a misunderstanding given the huge variety of cultures, subcultures, and myriad of beliefs across the country.

Seventy-five percent of those surveyed believe that machines can behave morally and thus make ‘good’ decisions based on empathetic considerations. In addition, 76% of respondents in India believe that when an organization uses AI to make relevant, appropriate, and valuable offers to their customers, it is an example of AI demonstrating empathy.

“Our study found that Indian consumers are extremely open to AI and its benefits,” said Suman Reddy, managing director, Pegasystems India. “This presents an important opportunity for Indian companies to accelerate their AI adoption – particularly as the pandemic forces them to increase their digital engagement capabilities. By taking an empathetic and ethical approach to AI, businesses can ensure their customers’ faith in AI is rewarded with better service – which ultimately leads to an increase in customer loyalty.”