San Francisco, Aug. 7, 2025 — New information launched at this time by Genesys uncovers a disconnect between how firms govern AI and what shoppers must really feel protected utilizing it. Whereas 4 out of 5 shoppers surveyed mentioned they need clear governance of AI interactions, lower than a 3rd (31 p.c) of enterprise leaders say their organizations have complete, organization-wide AI insurance policies and oversight in place.
As agentic AI — autonomous techniques that may suppose, act and make choices independently — turns into extra pervasive in enterprise buyer expertise (CX) methods, 91 p.c of CX leaders surveyed imagine it’s going to empower their organizations to ship sooner, simpler, customized service. Nonetheless, the info reveals a fancy actuality: Whereas enthusiasm is excessive for the transformative worth agentic AI can ship, governance buildings are lagging, posing dangers to shopper belief, model repute and regulatory compliance.
“Agentic AI is opening up thrilling new prospects for the way organizations serve their clients, however incomes shopper belief has to develop alongside that progress,” mentioned Olivier Jouve, chief product officer at Genesys, a cloud AI-powered expertise orchestration firm. “As these techniques tackle extra duty, it’s important that companies keep clear and accountable in how they’re used. With the proper guardrails in place from the beginning, firms can construct lasting confidence by responsibly innovating buyer experiences that ship new ranges of personalization and effectiveness.”
Greater than 90 p.c of CX leaders surveyed agree that robust governance is vital to: shield model repute (91%), construct long-term belief and loyalty with clients (91%), and enhance shopper consolation with autonomous techniques (90%).
But many organizations are nonetheless unprepared. Over one-third of CX leaders (35 p.c) admit they’ve little to no formal governance insurance policies in place. Much more regarding, 28% of these with none coverage in any respect nonetheless imagine their organizations are able to deploy agentic AI.
This governance hole turns into extra troubling when seen alongside shoppers’ issues. Many stay cautious as a consequence of an absence of transparency round how their information is used and the absence of clear oversight.
Actually, readability on how AI makes use of their private information was the primary concern amongst respondents. Compounding this, 37 p.c of shoppers imagine AI “hallucinates” or fabricates data — a view echoed by 59 p.c of CX leaders, who acknowledge that hallucinations pose critical dangers to buyer loyalty, litigation and model repute. This perceived lack of reliability additional undermines belief and reinforces the necessity for safeguards that guarantee accuracy and accountability in AI-driven experiences.
The hole between what leaders know is critical and what organizations have carried out is very regarding given the clear demand from shoppers for transparency and oversight. This makes it vital for companies to shut the hole earlier than deploying agentic AI at scale.
Whereas 81 p.c of CX leaders belief agentic AI with delicate buyer information, solely 36% of shoppers really feel the identical. This disconnect is sharper in greater stakes conditions.
Companies present robust confidence in utilizing agentic AI for vital buyer features: 74 p.c of companies say they’re comfy utilizing the expertise for billing, monetary transactions and account safety. Customers, nonetheless, are way more hesitant: Solely 35 p.c are comfy with agentic AI dealing with cash transfers, 49 p.c with resolving billing points and 50 p.c with updating private data.
Nonetheless, the info reveals an vital alternative. Greater than half of shoppers (58 p.c) say they don’t care whether or not their situation is resolved by a human or AI, so long as its dealt with rapidly and utterly.
This alerts that CX effectivity and effectiveness can overcome skepticism, however solely when paired with transparency and accountability. To shut the belief hole and innovate responsibly, organizations should scale in a consumer-centric approach
Methodology: Genesys labored with an impartial analysis agency to survey 4,000 shoppers and 1,600 CX and IT decision-makers in additional than 10 nations. The survey was carried out in June 2025. Among the many enterprise respondents, the industries represented have been airways, automotive, banking, authorities, healthcare, insurance coverage, manufacturing, media and leisure, skilled companies, retail, journey and hospitality, expertise, telecommunications, and utilities.
