Consumers Voice Growing Doubts About Use of AI: Salesforce Report
There’s nothing shocking in the sixth edition of Salesforce’s State of the Connected Customer report, but it does confirm what we already knew: customers expect personalized treatment, care about deals more than anything else, and feel they work too hard to resolve service issues. Just 47% of consumers say they generally trust companies, with the most doubts about ethical use of AI and acting with society’s best interest in mind. Openness to using AI to improve customer experience has fallen, though, from 65% of consumers in 2022 to 51% in 2023.