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Over a third would choose an instant AI response over waiting for real humans

Chatbot

35% of people would rather have an instant AI response from a chatbot, rather than wait and speak to actual humans, a survey has suggested.

Chatbot services use AI to mimic human conversation and give instant responses to those using the facility.

The survey was taken by 800 people in the financial sector and has been carried out by financial technology membership association, Innovate Finance, and the law firm, Pinsent Masons.

Chatbot: AI vs People

However, 60% said they worried that something could go wrong with AI technology and in that case, they would want to speak with a human straight away.

Adding to this, 58% believe that if a problem did occur then this would be the fault of the financial service.

When asked if people would want to be given the option to use a chatbot, 64% of people said that they would like using one to be their choice, rather than assuming that they should use one.

“Financial institutions looking to use AI need to think carefully about what it means to treat customers fairly and clarify how liability can be allocated when using AI technologies as clearly the human element remains important to customers.” Luke Scanlon, Head of Fintech propositions at Pinsent Masons said.

Away from the financial section, almost two-thirds of people are happy for everyday questions to be answered by computer-based chatbots.

Too much trust in AI

A different survey taken this week by Palo Alto Networks and conducted by YouGov which spoke to 10,000 people worldwide, suggested that people are too trusting when it comes to AI.

Researchers with this specific survey also thought that perhaps people do not understand the actual role of AI. This came after a quarter of participants said they would trust their data with artificial intelligence over people.

It was further revealed that 38% of those involved in the YouGov survey believed smart devices to be secure.

Dr. Jessica Barker, a contributor to the study, commented that this becomes more of an issue for younger people who may not be so safety aware online. She said, “The older generation are more likely to have been exposed to cyber-security training and practices in the work environment, and this could have influenced their mindset to be more security conscious,”

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