Salesforce Connections 2026 - if Marketers trust agentic AI, but customers don't, what's to be done? You need an ECSIT strategy, says MIT
At the Salesforce Connections conference, Dr. Renee Gosline highlighted a significant trust gap between marketers and customers regarding agentic AI, with 81% of professionals trusting AI with customer data compared to only 36% of customers. To bridge this gap, she emphasized the importance of demonstrating logic similarity between AI agents and users, as well as balancing AI and human input to foster greater trust and value exchange in customer interactions.
To enhance trust in agentic AI within enterprise environments, focus on aligning the AI's logic flow with that of users to create a "logic twin" effect, which can increase user trust and acceptance. This approach can be particularly effective in domain-specific LLM deployments where understanding and mirroring user decision-making processes can encourage broader adoption and reliance on AI systems. Additionally, consider implementing a human-AI interaction model where both give feedback to calibrate trust levels, ensuring a balanced reliance on AI recommendations.