Businesses are rapidly integrating artificial intelligence into their operations, with a significant majority of IT decision-makers, 93%, either already deploying or planning to deploy generative AI. However, consumer trust in companies utilizing AI with their personal data remains notably low, at just 23%, creating a substantial "AI trust gap." This disparity suggests a disconnect between industry adoption rates and public comfort levels.
The Thales Digital Trust Index 2026 report highlights that consumer trust in AI is highly dependent on the specific use case and the level of transparency provided. While AI is increasingly accepted for cybersecurity applications, consumers express considerable hesitation when it comes to AI managing high-risk areas like financial decisions or acting autonomously on their behalf.
A significant 77% of users reported discomfort with AI "helpers" performing tasks for them online. This apprehension is fueled by instances of AI agents malfunctioning, such as a "hallucinating chatbot" that provided incorrect information without user awareness. Consequently, AI usage is currently more likely to diminish consumer trust in an organization (38%) than to enhance it (25%).
This skepticism stems from a general lack of understanding among consumers regarding how AI functions, coupled with doubts about organizations' ability to manage it effectively. The rapid evolution of AI technology and the fluid nature of related policies contribute to these concerns, underscoring that the barriers to AI adoption are not solely technical but also relational and communication-based.
To bridge this trust gap, organizations must clearly articulate how AI is being used, its specific benefits, and, crucially, where human oversight remains in control. Transparent communication about data handling by AI and its limitations is essential for building consumer confidence.
Conversely, consumers show a strong preference for AI in cybersecurity contexts. The research indicates that 81% of partner users would trust an organization more if it leveraged AI to bolster its security measures. Similarly, 70% would increase their trust if an organization used generative or agentic AI for data and access management. This suggests that consumers perceive AI as a valuable tool for protection against cyber threats, with 63% expressing concern about AI-related cybercrime risks.
The line of consumer trust is drawn at the level of control and the sensitivity of the task. Consumers are more comfortable delegating low-stakes tasks to AI, such as canceling subscriptions or finding deals. However, their comfort levels drop significantly for tasks involving financial management or travel. For instance, only 11% would allow AI to rebook regular travel, 15% would permit AI to reorder regular deliveries, and a mere 7% would be comfortable with AI agents managing their finances.
This pattern underscores that consumers desire agency over how AI interacts with their lives. When users have the ability to select and control AI's involvement, trust levels tend to increase. Therefore, businesses must consider these distinctions and tailor their AI deployments accordingly, prioritizing transparency, human oversight, and clear communication to foster greater consumer trust.
