Pega study finds consumers distrust AI-powered customer service

Reuters02-25

Pega study finds consumers distrust AI-powered customer service

Pegasystems Inc. published research with YouGov indicating consumers remain skeptical of AI-powered customer service. Surveying more than 4,700 people in North America and the UK, the study found 64% are not confident in how businesses use generative AI in customer interactions and 53% doubt it is used responsibly. Nearly half said AI-driven service rarely or never delivers successful outcomes, while most respondents still prefer human-led support, suggesting companies need more reliable, predictable AI agents to rebuild trust.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. Pegasystems Inc. published the original content used to generate this news brief via Business Wire (Ref. ID: 202602250900BIZWIRE_USPR_____20260225_BW835070) on February 25, 2026, and is solely responsible for the information contained therein.

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