AI development progresses, yet governance shortcomings could jeopardize consumer trust in AI agents
News Article: Gap Between Consumer Expectations and Company Preparedness in AI Adoption
A recent survey conducted by Genesys, a global provider of AI-powered customer experience orchestration, has revealed a significant gap between consumer expectations and company preparedness regarding the use of agent-based AI (autonomous systems capable of independent thought, action, and decision-making) in customer service.
Four out of five consumers want clear and comprehensive AI governance to ensure safety and trust during AI interactions. However, only about 31% of organizations currently have company-wide AI policies and oversight in place to meet this demand.
The survey, which included responses from over 4,000 consumers and 1,600 CX and IT decision-makers across more than 10 countries, found that 91% of customer experience (CX) leaders are enthusiastic about agentic AI's potential to deliver faster, more effective, and personalized customer service. Yet, some companies still deploy AI without adequate governance, which poses risks to consumer trust, brand reputation, and regulatory compliance.
One of the main concerns for consumers is clarity on how AI uses personal data. Clarity on this issue was the primary concern for consumers, with 58% of consumers saying they don't care whether their issue is resolved by a human or AI, as long as it's done quickly and completely. However, only 36% of consumers trust agentic AI with personally identifiable information, while 81% of business leaders express confidence in AI systems.
The lack of trust is partly fueled by concerns about AI "hallucinations" or fabrications, with 37% of consumers and 59% of CX leaders worried about this issue's impact on loyalty and legal exposure. These hallucinations are perceived as posing serious risks to customer loyalty, legal disputes, and brand reputation.
Genesys emphasizes the need for transparency, accountability, and strong governance guardrails, including human oversight, data privacy controls, and regulatory compliance, to responsibly innovate and build lasting consumer confidence alongside technological advancement.
In summary, the survey findings highlight the urgent need for businesses to establish robust AI governance frameworks to align innovation with consumer trust and regulatory requirements. The key findings from Genesys' AI governance survey reveal a significant gap between consumer expectations and company preparedness regarding agent-based AI.
| Aspect | Finding | |-----------------------------|---------------------------------------| | Consumer demand for governance | 80% want clear AI governance | | Companies with policies | Only ~31% have company-wide AI policies | | CX leaders' optimism | 91% believe agentic AI empowers service | | Trust gap | 36% consumers vs. 81% businesses trust AI with personal data | | Risks | Lack of governance threatens trust, reputation, compliance | | Recommended action | Implement transparent, accountable AI governance with strong guardrails |
[1] Genesys. (2025). Genesys AI Governance Survey. [online] Available at: https://www.genesys.com/resources/ai-governance-survey/
[2] Genesys. (2025). Closing the Trust Gap: Building Consumer Confidence in AI-Powered Customer Service. [online] Available at: https://www.genesys.com/resources/white-papers/closing-the-trust-gap/
[3] Genesys. (2025). The Role of AI in Customer Service: Balancing Innovation with Consumer Trust. [online] Available at: https://www.genesys.com/resources/white-papers/role-of-ai-in-customer-service/
[4] Genesys. (2025). The Future of AI in Customer Service: A Guide for Business Leaders. [online] Available at: https://www.genesys.com/resources/white-papers/future-of-ai-in-customer-service/
[5] Genesys. (2025). The Impact of AI on Customer Loyalty: What Businesses Need to Know. [online] Available at: https://www.genesys.com/resources/white-papers/impact-of-ai-on-customer-loyalty/
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