人工智能信任鸿沟的现场指南

A field guide to the AItrust gap.A field guide to the Altrust gap. p.02p.02 Executive SummaryExecutive Summary p.05p.05 The Five Key InsightsThe Five Key Insights AI ups the stakes for brand reputationTrust is built by responsibility, not intelligenceConsumers draw the line at independent operatorsMillennials, not Gen Z, are the inflection pointAI wins routine. Humans win high-stakes moments.Al ups the stakes for brand reputationTrust is built by responsibility, not intelligenceConsumers draw the line at independent operatorsMillennials, not Gen Z, are the inflection pointAl wins routine. Humans win high-stakes moments p.12p.12 The Index: 51 out of 100Reading the score — the opportunityScore by industryGender & generational deep diveThe Index: 51 out of 100Reading the score - the opportunityScore by industryGender & generational deep dive p.18p.18 ConclusionConclusion How brands should use these findingsMethodologyHow brands should use these findingsMethodology Brands face a trustparadox in AI-poweredservice.Brands face a trustparadox in Al-poweredservice. Consumers want the speed, availability and precision AIpromises — 24/7 access, instant resolution, experiences thatfeel effortlessly personal. But they have little tolerance for itsmistakes, are wary of overreach, and are deeply protective oftheir data. When something goes wrong, consumers hold the brandConsumers want the speed, availability and precision Alpromises - 24/7 access, instant resolution, experiences thatfeel effortlessly personal. But they have little tolerance for itstheir data. accountable — not the technology. That tension defines themoment brands are in as agentic AI grows more powerful. Agentic AI now updates accounts, rebooks flights, renegotiatesfees and navigates multi-step service interactions. How far thetechnology can go is limited less by capability than by how farhumans will let it.When something goes wrong, consumers hold the brandaccountable - not the technology. That tension defines themoment brands are in as agentic Al grows more powerful.Agentic Al now updates accounts, rebooks flights, renegotiatesfees and navigates multi-step service interactions. How far thetechnology can go is limited less by capability than by how farhumans will let it. the central questionThe Central Question How do brands earn trust from consumers who are still deciding howmuch they're willing to hand over to a machine?How do brands earn trust from consumers who are still deciding howmuch they're willing to hand over to a machine? mixpanel “Our support agents were spending the first ten minutes of everyinteraction just figuring out who they were talking to. The actualproblem-solving came second.”“Our support agents were spending the first ten minutes of everyinteraction just figuring out who they were talking to. The actualproblem-solving came second." Global Support · MixpanelKathleen MatthewsKathleen MatthewsGlobal Support · Mixpanel Trust is conditional.Trust is conditional Consumers are highly engaged with AI-powered customerservice, and many describe those interactions as helpful andtime-saving. But their trust has a ceiling. Most want clearguardrails, human oversight, and the ability to correct mistakes.Consumers are highly engaged with Al-powered customerservice, and many describe those interactions as helpful andtime-saving. But their trust has a ceiling. Most want clearguardrails, human oversight, and the ability to correct mistakes. Consumers aren't asking for AI that actsmore human. A majority would be delighted byAI that simply remembers.Consumers aren't asking for AI that actsmore human. A majority would be delighted byAI that simply remembers. would feel more delighted if AI simply remembered theirprior interactions so they didn't have to repeat themselves.would feel more delighted if Al simply remembered theirprior interactions so they didn't have to repeat themselves. The five key insightsfrom the fieldThe five key insightsfrom the field The Delight AI Index — and the conversations behind it — kept returningto the same five patterns. Each reframes what “good” AI-poweredservice actually looks like to consumers today.The Delight Al Index - and the conversations behind it - kept returningto the same five patterns. Each reframes what “good" Al-poweredservice actually looks like to consumers today. 0 102030405AI ups the stakes for brand reputation.Trust is built by responsibility, not intelligence.Consumers draw the line at independent operators.Millennials, not Gen Z, are the inflection pointAI wins routine. Humans win high-stakes moments.01Al ups the stakes for brand reputation.02Trust is built by responsibility, not intelligence03Consumers draw the line at independent operators.04Millennials, not Gen Z, are the inflection point05Al wins routine. Humans win high-stakes moments. AI ups the stakes forbrand reputationAl ups the stakes forbrand reputation To consumers, AI and the brand behind it are one and the same