84% Indian consumers feel AI drives better customer experience

About 84 per cent Indian consumers agree that Artificial Intelligence (AI) has the potential to provide better customer experience, improve brand reputation, and increase customer loyalty, a study revealed on Thursday.

According to software company Pegasystems, the study surveyed over 1,000 consumers in India on their views about AI as it relates to morality, ethical behaviour and empathy.

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, the company said in a statement.The study also indicated that almost 78% are comfortable interacting with AI for business-related queries.