Salesforce Research Shows How AI Agents Can Step In as Consumer Trust Slips

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 ...