New York based Humanscale, the global leader in office ergonomics, announces India expansion
Published on January 28, 2021
New research from Pegasystems Inc. , the software company empowering digital transformation (DX) at the world’s leading enterprises, reveals Indian consumers are extremely open to artificial intelligence (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.
Other key findings of the study for organizations to consider include:
To maintain consumer trust, organizations must ensure they implement AI responsibly or risk losing this hard-earned loyalty. Organizations should adopt transparent and unbiased AI, which means their AI models can explain exactly why a decision was made. By combining AI-based insights with proper AI governance, organizations can more safely adopt AI while driving better customer engagements.
To help ensure unbiased decisions in an organization’s AI systems, Pega had announced the Ethical Bias Check feature in its Pega Customer Decision Hub™ customer decisioning engine. To learn more about how Ethical Bias Check is helping businesses reduce unintentional bias from their customer service and marketing strategies, visit www.pega.com/products/customer-decision-hub/ethical-bias-check
Quotes & Commentary:
“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.”