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AI Confusion Widespread Among Consumers

AI Confusion Widespread Among Consumers

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.”

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