Curated by THEOUTPOST
On Tue, 19 Nov, 4:08 PM UTC
2 Sources
[1]
Salesforce Study Finds AI Agents Key to Restoring Consumer Trust in Brands
Salesforce's latest State of the AI Connected Customer research reveals consumer trust in companies is at a record low and that AI is raising the stakes for brands. Today, 63% of consumers believe that advances in AI make trust even more important, and with AI agents on the rise, the findings point to real opportunities for companies to win back consumers with trustworthy AI agents this holiday season. This opportunity is greatest with Gen Zers, with 43% of Gen Z consumers saying they'd be comfortable having an agent shop for them.
[2]
Salesforce Research Shows How AI Agents Can Step In as Consumer Trust Slips
57% of Indian Millennials and Gen X Are Ready for AI-Driven Customer Experience63% of Indian Consumers Say Advances in AI Make Trust More Essential Salesforce's latest State of the AI Connected Customer research reveals consumer trust in companies is at a record low and that AI is raising the stakes for brands. Today, 63% of consumers believe that advances in AI make trust even more important, and with AI agents on the rise, the findings point to real opportunities for companies to win back consumers with trustworthy AI agents this holiday season. This opportunity is greatest with Gen Zers, with 43% of Gen Z consumers saying they'd be comfortable having an agent shop for them. Why it matters: Faced with a challenging holiday shopping season and sinking consumer trust, brands can't afford to get AI wrong - especially as more than $200 billion in global online sales will be influenced by AI this holiday season. AI agents, or intelligent software that understands and responds to customer inquiries without human intervention, can help companies drive higher margins and keep consumers buying by delivering incredible customer service. From alleviating clunky purchase experiences to difficult return processes, there's an agent for that. But to build trusted customer relationships, brands need trusted AI agents that are grounded in transparency and the right data. Zoom in: Some of the other key findings of the AI Connected Customer research include: In India, Younger consumers are most open to AI agents The research shows Gen X (58%) and Millennials (57%) are more willing than Gen Z (51%) and Baby Boomers (42%) to use AI agents to improve their customer experience by creating more personalized, or useful content. All generations, in particular, hold companies to a higher standard when it comes to adapting to and anticipating their needs - 55% of Gen Zers and 64% millennials say AI raises the bar for customer experiences compared to just 53% of baby boomers. Millennials and Gen Xers in India are more willing than Gen Z and Baby Boomers to work with agents for faster, more proactive service. Consumers trust less, expect more Consumer trust is at its lowest point in eight years, and advances in AI make earning that trust more critical than ever. Nearly three-quarters (51%) of consumers trust companies less than they did a year ago51% feel companies are reckless with customer data It's not just about trust; consumers also expect best-in-class experiences. 68% of consumers expect consistent interactions across departmentsNearly 62% of consumers prefer using fewer touchpoints to get information or complete a task While better deals are a top driver for consumers to switch to a new brand, customer service experience, convenience, and consistent product or service quality drive more long-term brand loyalty. 41% of consumers say poor customer service experience will stop them from making a repeat purchase from a company or brand34% of consumers say that inconvenience, such as a difficult return process or clunky purchase experience, will cause brands to lose them Transparency is key to building consumer confidence in the AI agent era Despite the promise of young shoppers, many consumers haven't made up their minds on AI yet. 42% of consumers are neutral about AI's impact on their lives, whether personal or professional. In fact, many consumers feel a mix of suspicion (27%) and curiosity (41%) about the future of AI -- revealing a ripe opportunity for companies to help consumers see and understand the benefits of AI agents. 53% of consumers would work with an AI agent instead of a person to avoid repeating themselves51% of consumers - even more among Gen Z (49%) and millennials (52%) - would work with an AI agent instead of a person for faster service46% of consumers - even more among Gen Z (45%) and millennials (48%) - would share their personal information with an AI agent so it can better anticipate their needs To build confidence in the agent experience, businesses need to bridge the trust gap through more transparency. Nearly 68% of consumers want to know if they're communicating with an AI agent56% are more likely to use an AI agent if there's a clear escalation path59% are more likely to use an AI agent if its logic is clearly explained Comment on the news: Arun Parameswaran, SVP & Managing Director, Sales and Distribution, Salesforce India, said, "Trust is the foundation of every customer relationship, and with the rise of AI agents, companies have an unprecedented opportunity to rebuild that trust at a time when consumers need it most. This research highlights the power of trusted AI in not only enhancing convenience and personalizing experiences but also in meeting customers' heightened expectations for transparency and accountability. Salesforce's Agentforce is a testament to this, enabling businesses to deploy AI agents that autonomously act across any function while maintaining trust and delivering transparency. As we enter a new era of intelligent customer engagement, brands that prioritize trust in their AI strategies will be best positioned to deliver impactful, lasting connections." T V Swaminathan, Global Chief Digital Officer, Tata Consumer Products, said, "At a time when consumer trust is more critical than ever, having AI agents that are both intuitive and trustworthy is a real game-changer for our business. We've seen firsthand how AI can simplify interactions and meet our customers' expectations for speed and personalization. Salesforce's commitment to transparent and reliable AI aligns perfectly with our focus on delivering exceptional experiences, especially in this digital era where there is eagerness to embrace technology that understands one's needs." Methodology: Data is from a double-blind survey of 15,015 consumers conducted between 26th July - 16th August 2024, including 1,046 consumers from India. The 15,015 figure have been weighted and are representative of all adults (aged 18+) in Australia, Brazil, Canada, Denmark, Finland, France, Germany, India, Ireland, Italy, Japan, Netherlands, Norway, Singapore, Spain, Sweden, UK, and US. The survey was carried out online by YouGov. About Salesforce: Salesforce helps organizations of any size reimagine their business for the world of AI. With Agentforce, Salesforce's trusted platform, organizations can bring humans together with agents to drive customer success -- powered by AI, data, and action. Visit www.salesforce.com for more information.
Share
Share
Copy Link
Salesforce's latest research shows consumer trust at an all-time low, with AI agents emerging as a potential solution to restore faith in brands, especially among younger generations.
Salesforce's recent State of the AI Connected Customer research has unveiled a critical insight into the current state of consumer-brand relationships: trust is at an all-time low. However, the study also points to a potential solution in the form of AI agents, which could play a pivotal role in rebuilding consumer confidence 12.
The research paints a stark picture of eroding consumer trust:
This trust deficit comes at a time when consumer expectations are higher than ever, with 68% expecting consistent interactions across departments and 62% preferring fewer touchpoints to complete tasks 2.
Despite the overall decline in trust, AI agents emerge as a beacon of hope, especially among younger generations:
The potential impact is significant, with AI expected to influence over $200 billion in global online sales this holiday season 2.
The research reveals specific areas where AI agents could excel:
To successfully implement AI agents, companies must focus on transparency:
Arun Parameswaran, SVP & Managing Director at Salesforce India, emphasizes the importance of trust in customer relationships and how AI agents can rebuild it. He highlights Salesforce's Agentforce as a solution that enables businesses to deploy autonomous AI agents while maintaining transparency 2.
T V Swaminathan, Global Chief Digital Officer at Tata Consumer Products, corroborates this view, stating that intuitive and trustworthy AI agents are "a real game-changer" for their business, particularly in meeting customer expectations for speed and personalization 2.
As companies navigate this new landscape, the key to success lies in leveraging AI agents to enhance customer experiences while prioritizing transparency and trust. Those who can strike this balance are poised to gain a significant competitive advantage in an era where consumer trust is more valuable than ever.
Reference
[1]
Zendesk's 2025 CX Trends Report highlights a significant shift in consumer expectations towards more human-like AI interactions in customer service, with Indian consumers showing high favorability towards AI adoption.
2 Sources
2 Sources
Salesforce introduces AgentForce, a groundbreaking AI agent ecosystem, in collaboration with tech giants. This initiative aims to revolutionize enterprise computing and customer relationship management through autonomous AI agents.
5 Sources
5 Sources
Salesforce introduces AgentForce, a suite of AI-powered agents designed to enhance employee productivity and streamline business operations. The launch at Dreamforce 2024 marks a significant step in Salesforce's AI strategy.
6 Sources
6 Sources
A new report reveals that 89% of Indian business leaders anticipate an AI-driven overhaul of customer experience (CX) within three years. The study highlights the potential for smaller CX teams and the death of traditional CX practices.
4 Sources
4 Sources
Salesforce unveils AgentForce, a platform for creating AI-powered autonomous agents to streamline business operations. This innovative technology aims to revolutionize how companies handle tasks, make decisions, and interact with customers.
5 Sources
5 Sources
The Outpost is a comprehensive collection of curated artificial intelligence software tools that cater to the needs of small business owners, bloggers, artists, musicians, entrepreneurs, marketers, writers, and researchers.
© 2025 TheOutpost.AI All rights reserved