Brands facing trust challenges may hesitate to incorporate new tools into their customer experience strategy. However, when implemented with transparency, generative AI (genAI) offers a unique opportunity to rebuild consumer confidence.
Customers Expect More from AI
According to Salesforce’s “State of the AI Connected Customer” survey, 60% of customers believe advances in AI require brands to improve their trustworthiness. Yet, trust is declining: 72% of consumers said they trust companies less now than they did a year ago.
Bad experiences are a key factor in this trust deficit. Over a third of customers indicated that negative purchase or service experiences, such as issues with returns, would prompt them to seek alternatives. Additionally, 69% expect consistent and seamless interactions across departments, which many brands fail to deliver despite the advanced data architectures they employ.
Generational Views on AI
Receptiveness to AI varies significantly across generations:
- Gen Z: The most open to AI, with 34% willing to share personal information with an AI agent, while 37% remain neutral.
- Millennials: Nearly as open, with 33% agreeing and 35% neutral about sharing information.
- Gen X: More skeptical, with 39% disagreeing with sharing personal data.
- Boomers and Silent Generation: The most resistant, with 51% and 60% respectively opposing data sharing with AI.
Transparency Builds Trust
Despite generational differences, one factor is universal: the importance of transparency. Over one-third of consumers are willing to engage with AI to avoid repeating themselves at multiple touchpoints, but 74% want to know upfront if they’re interacting with AI.
Providing clear escalation paths is also crucial. Nearly half (45%) of consumers are more likely to use an AI agent if they know they can seamlessly transition to a human representative when necessary. As Michael Affronti, SVP & GM of Salesforce Commerce Cloud, puts it: “Brands should clearly indicate when AI is in use and provide customers with an easy way to switch to a real person if needed.”
Why Optifi.AI Cares
At Optifi.AI, we understand that today’s customers expect AI to work behind the scenes to enhance their experiences. For brands, this creates both a challenge and an opportunity. By being transparent about AI usage, brands can turn a potential liability into a strength.
Moreover, thoughtful AI personas like Bank of America’s Erica or Saks’ Sophie can humanize the technology and make it more approachable for consumers. These tools, combined with Optifi.AI’s expertise, can help your brand leverage genAI responsibly, ensuring your customer interactions are both efficient and trustworthy.
The Takeaway
For brands grappling with trust issues, embracing AI isn’t just about operational efficiency—it’s about building meaningful connections with customers. Optifi.AI is here to guide you in implementing AI solutions that are transparent, customer-focused, and designed to close the trust gap. Let’s create experiences that your customers can rely on.
