"Trust has fast become one of the central questions in every serious conversation about AI. Not capabilities. Not efficiency. Trust. If customers don't trust how companies deploy AI, they'll walk away. If employees don't trust it, they'll disengage. If enterprises don't trust their AI providers, they won't adopt. A recent global KPMG study found that while two-thirds of people now use AI regularly, fewer than half say they're willing to trust it."
"You're not alone. Our research shows nearly one in five consumers who have used AI for customer service saw zero benefit. That's a failure rate almost four times higher than the AI failure rate in general. Half of consumers worry AI will prevent them from ever reaching a human. Concern about how companies use personal data for automation is up 10% from last year."
Trust in AI has become the primary determinant of customer, employee, and enterprise adoption. Two-thirds of people use AI regularly, but fewer than half are willing to trust it. Trust enables customers to share feedback, engage more deeply, and provide signals that reveal true needs, which improves products and experiences. Poorly deployed AI focused on cost-cutting or headcount reduction can alienate customers and destroy long-built trust. Nearly one in five consumers using AI for customer service saw zero benefit, and half of consumers worry AI will block access to human help. Concern about personal data use for automation rose 10%.
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