Separate studies by Pegasystems and InsideSales depict ‘fear and confusion,’ but offer some strategies for AI-using businesses.

Source: Two new reports: Many consumers afraid of, and confused by, artificial intelligence

Artificial intelligence (AI) and machine learning open up ann incredible range of marketing opportunities to businesses. However, it looks like many decision makers aren’t quite so sure yet when it comes to AI-enabled sales and marketing.

In recent surveys by both Pegasystems and InsideSales, customers expressed fear and confusion when it comes to AI. According to Pegasystems’ survey of 6,000 consumers in six countries, 72 percent felt a level of fear when it comes to AI. Hey — I’m not going to lie, I am a little trepidatious, too, but I do like my Alexa, Siri, Netflix suggested content and more. Funny, though, that many of the survey respondents didn’t recognize those as examples of artificial intelligence!

So what does this mean for your business? If you aren’t yet using artificial intelligence such as automated chat bots or personalization, it may not mean much. But, don’t let your customers’ fears leave you behind your competition. As we see from the survey results mentioned in the recent MarTech Today post, many people don’t realize they use some form of AI on a regular basis.

As you begin implementing forms of machine learning and AI technology in your sales and marketing efforts, make it subtle. Don’t let customers feel like the robot overlords are watching and monitoring .  .  . waiting to take over at a moment’s notice.

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