This article is part of the local UponAI blog library and focuses on practical AI voice and communications workflow lessons that matter in live business environments.
Pegasystems surveyed 6,000 global consumers about their thoughts on AI and customer engagement.
𝐇𝐞𝐫𝐞'𝐬 𝐰𝐡𝐚𝐭 𝐭𝐡𝐞𝐲 𝐟𝐨𝐮𝐧𝐝:
↳ Consumers unknowingly use more AI than they realize:
● 77% use AI-powered services or devices
● Only 33% think they do
↳ People think they get AI...but they really don't:
● 70% say they understand AI
● 50% don't understand AI can solve problems
● 37% don't understand AI can interpret speech
● 35% don't understand AI can mimic humans
↳ AI today doesn't meet expectations and stirs up fears:
● 70% are fearful of AI.
● Only 27% think AI can deliver the same or better customer service as humans
↳ ...making consumers unsure if businesses should use it with them:
● 1/3 are comfortable with it
● 1/3 are neutral
● 1/3 are uncomfortable with it
↳ Despite all this, the future for AI in CX looks bright:
● 73% are open to businesses using AI if it makes life easier
● 38% think AI will soon improve customer service
● Only 26% disagree
What do you think? Is AI the future of customer experience, or is it still too early to tell?
What This Means
UponAI content is built around production use, not generic AI positioning. The goal is to help teams understand how routing, call handling, automation, and human handoff behave once the system is part of daily operations.
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