Want to bridge the agentic AI trust gap?
Guardrails protect brand and consumer trust
Agentic AI is the next transformative technology in customer and employee experience:
of CX leaders surveyed believe agentic AI will allow them to deliver better experiences to their customers.
While the potential is clear, navigating the path forward may be more complex. Genesys surveyed 4,000 consumers and 1,600 CX and IT professionals globally to understand attitudes and concerns around agentic AI.
Dive in to see what we found.
Regulatory compliance is a key concern
of CX leaders surveyed cite regulatory compliance as a major concern when deploying these technologies.
CX leaders agree: Guardrails on agentic AI are needed
Brand reputation
91%
agree that they help ensure brand reputation isn't damaged
TRUST AND LOYALTY
91%
agree that they build long-term trust and loyalty with their consumers
PROTECTIO
92%
believe they protect their organizations from potential liability
CONSUMER COMFORT
90%
believe they increase consumer comfort with more autonomous systems
Consumers have concerns about more autonomous AI
- Clarity on how AI uses their personal data is the top concern for consumers.
- Knowing there are rules in place that limit what the tech can and cannot do comes second.
Nearly one third of consumers
(31%) surveyed believe AI hallucinates; demonstrating a need for guardrails and transparency.
59% of CX leaders
surveyed believe that agentic AI hallucinates/makes stuff up, putting their brands at risk of losing customer loyalty, potential litigation and reputational damage.
74% of CX leaders
surveyed believe their business users are concerned about their ability to build agentic AI in a way that doesn’t pose a risk for their organization.
The crucial disconnect: Trust
The AI trust gap shows that while 74% of businesses surveyed are comfortable using AI agents for high-stakes tasks like billing, financial transactions and account security, consumers surveyed remain cautious.
Consumers are MOST comfortable with agentic AI:
71%
searching for and comparing specific products
69%
connecting them with the right department or specialist
68%
obtaining technical support or troubleshooting steps
Consumers are MOST comfortable with agentic AI:
35%
transferring their money or making a payment on their behalf
49%
resolving a billing issue or account problem
50%
updating their personal information or preferences
The same gap is evident when it comes to data.
36% Consumers
trust agentic AI with their personal info
81% Professionals
trust agentic AI with customer data
This demonstrates a stark disconnect between those deploying the technology and those experiencing it.
The opportunity:
Deploy agentic AI with guardrails
Consumers prioritize results in customer experience
of customers surveyed don’t care if a human or AI solves their problem
agree that the most important aspect of customer service interactions is that their issue is solved completely and quickly
Bridge the trust gap
4 out of 5 consumers surveyed want clear governance of AI interactions
And business leaders are listening:
53% of CX leaders surveyed recognize that strong guardrails and oversight are essential for building customer comfort in autonomous AI systems
Agentic AI guardrails build trust and help protect the brand.
Learn more about the approach to agentic AI at Genesys.
