Only 39% of Customers Trust Brands Using AI to Understand Their Needs, Cites Privacy Concerns – Salesforce Report Reveals

THE Salesforce report “State of the IA Connected Customer” has highlighted an important gap of confidence between customers and brands taking advantage of AI for personalized experiences.

Despite rapid progress in AI customization, the report reveals that only 39% of customers feel comfortable with brands using AI to understand their needs. This hesitation largely follows concerns about data protection and privacy.

While half of customers express optimism as to AI potential to improve product quality and effective services, a significant number of them care about collection, their personal information, stored and used by AI systems. With growing reports of data violations and manipulation of data contrary to ethics, confidence in AI remains fragile. Customers fear that IA ideas will lead to excessive data monitoring, intrusive advertising and even the potential improper use of sensitive information.

In addition, the lack of transparency in the decision -making processes of AL adds to consumer skepticism. Many customers do not know how AL reaches conclusions on their preferences or if their data is shared with third parties without explicit consent.

AI progress makes confidence even more critical

While companies adopt the advantages of AL progress as agents, 61% of customers have stressed the need for companies to be trustworthy, but less than half of half are currently trusting companies to use Al ethically. This difference highlights an important opportunity for companies to stand out by prioritizing the transparency, equity and responsible practices of AL.

Forty-two percent of customers trust companies to use al ethically. The parallel of technology growth and its adoption, concerns about the ethical use of AL have regularly increased since 2020. The percentage of customers that are strongly suitable that they are concerned with use contrary to AI ethics has increased from 22% to 37%, revealing increased anxieties in the impression of AI.

The foundations of ethical and confidence practices

Business buyers and consumers agree on the essential stages necessary to strengthen self -confidence, transparency emerging as absolute priority. When users have a clear understanding of how AL is used and the advantages it offers, they are more likely to trust its results.

The establishment of this confidence requires a thoughtful balance between human surveillance and the AL systems. Key measures include continuous monitoring and optimization of AL outputs, offering customers easy access to human support and allowing users to report any error made by AL.

71% of customers believe that human validation of the results generated by the AL is crucial. Interestingly, while certain actions to strengthen confidence are favored more than others, none have been selected by the majority of respondents. This highlights the need for a global and multifaceted approach to effectively respond to customer concerns.

In particular, transparency, as well as the insurance that a customer can take place when needed and an understanding of how al makes decisions, is the key. Human collaboration reduces concerns concerning the limits of AL and provides a safety net for complex or sensitive problems. In addition, customers want to understand how the conclusions are drawn, which strengthens the operation of these systems.

A central study of the European Commission shows that transparent operations can reduce user anxiety and increase acceptance, promote reliability and equity perceptions. As Al progresses, the adoption depends on the creation of transparent and trustworthy systems.

Final reflections

The report stresses that if AI presents important opportunities for businesses, customer confidence remains a key challenge. However, it should be noted that brands which prioritize the ethical use of AI, transparency and security will be better placed to establish lasting relationships with their customers in the AI ​​age.