Trust in AI starts with human-AI boundaries

Customers are increasingly open to AI playing a bigger role in their relationships with brands, but there is a limit to how much control they are prepared to give it. Adobe’s 2026 AI and Digital Trends Consumer Report found that 56% of consumers expect AI to improve their customer experience. Forty-three percent would be willing to try an AI concierge, yet only 19% want agents to become their primary interactions with brands. When asked what would make them trust an AI experience, responders...