Person who stops a rock from rolling
Few can deny AI’s potential to improve customer experience, but many remain hesitant to trust it. That’s why building trust in AI remains one of the biggest challenges facing CX leaders today.
The reasons are understandable: AI is powerful, highly technical, and can be difficult to understand. The name alone can raise fears of human obsolescence, or of being stuck in an endless loop with a chatbot that can’t help. But in reality, both customers and businesses can benefit greatly from these technologies with the right safeguards in place.
To close the trust gap with mexico phone number lookup customers, leaders must ensure that any approach to AI implementation is done responsibly, transparently, and with purpose. Why? Trust isn’t given; it’s earned. And while it can take time to build, businesses can lose customer trust in an instant with AI that provides incorrect information, fails to protect personal data, or simply delivers a less-than-stellar experience.
Gaining customer trust in AI remains one of the biggest challenges facing CX leaders today.
A bad reputation is hard to shake. If you undermine a customer’s trust in AI or your ability to use it, you jeopardize not only the relationship but also their perception of the technology as a useful tool.
The delicate balance between opportunity and risk of AI
For now, what customers know about AI excites them. Our research shows that 70 percent of customers already believe in AI’s potential to deliver faster responses and better customer service . Still, taking the wrong approach can quickly turn this optimism into frustration. People hate chatbots when they don’t work well. You don’t want to undermine customer trust by striving for efficiency—or by trying to automate too much.