AI
& Evolving
Customer Trust
Dynamics
Source: Salesforce's 'State of the Connected Customer' Study, 6th Edition
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53%
of customers believe generative AI can enhance companies' customer service.
56%
of customers are willing to embrace AI for enhancing their experiences in 2023.
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of customers believe that AI advancements increase the importance of company trustworthiness.
68%
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37%
of customers trust AI to be as accurate as a human.
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of customers express concerns about unethical AI practices.
74%
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57%
of customers believe that increased transparency in usage can enhance trust in AI.
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of customers favor involving a human in reviewing and validating AI outputs.
80%
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89%
of customers insist on knowing if they're talking to AI or a human.
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of customers believe that Generative AI could introduce new data security risks.
75%
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29%
of customers believe that solicitation of customer feedback can deepen trust in AI.
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Thanks.!
Abhinav Gupta
Salesforce MVP(8x) & Enthusiast,
Founder Concret.io
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