Only 26% of People Trust AI — Why That's Your Advantage
Your customers use AI. They just don’t trust it yet.
An NBC News poll of 1,000 registered voters found that only 26% have a positive view of artificial intelligence. Meanwhile, 46% hold a negative view and 57% say the risks outweigh the benefits. AI ranked less popular than ICE, the Republican Party, and Stephen Colbert. Only the Democratic Party and Iran scored worse.
Here is the twist: 56% of those same respondents said they used an AI platform like ChatGPT or Copilot in the past month, up from 48% in December 2025. People are adopting AI tools at record pace while simultaneously distrusting the technology behind them.
For small businesses using AI to serve customers, that gap between usage and trust is not a problem. It is an opportunity.
The trust gap by the numbers
The NBC poll paints a clear picture. But it is not the only data point.
A Salsify consumer research report found that while 22% of consumers use AI tools like ChatGPT to shop, only 14% trust AI recommendations enough to buy without checking reviews, marketplace sites, and social media first. The other 86% verify everything.
According to Braze’s 2026 Global Customer Engagement Review, 93% of marketers say AI helps them understand customers better. Only 53% of consumers agree. More than half of consumers expect brands to use AI in self-interested ways rather than to improve the customer experience.
The demographic splits are telling, too. The NBC poll found voters aged 18-34 hold a net favorability of minus 44 toward AI. Women aged 18-49 came in at minus 41. These are not fringe opinions — they are your customers, your workforce, and the people leaving reviews about your business.
Why customers are skeptical — and where they are right
Customer skepticism is not irrational. They have watched AI-generated content flood social media with misinformation. They have seen chatbots give confidently wrong answers. They have read headlines about AI systems failing in high-stakes situations.
Their concerns break into three categories:
- Accuracy: Will the AI give me correct information? Only 6% of companies fully trust AI agents to handle core processes autonomously, according to a Harvard Business Review Analytic Services study. Customers are right to question outputs.
- Privacy: What happens to my data? When businesses use AI to process customer inquiries, that data goes somewhere. Customers want to know where.
- Honesty: Are you telling me when I am talking to a machine? With 27 states now advancing AI chatbot disclosure laws, legislators are codifying what customers already demand — the right to know.
The businesses that ignore these concerns will lose trust. The businesses that address them directly will stand out.
How transparent AI use builds customer loyalty
Research from Deloitte and HBR offers a clear framework. When companies are transparent about how they use AI, customers respond:
- Customers are 8.5 times more likely to express high trust
- Customers are 1.6 times more likely to share personal data
- Customers are 1.6 times more likely to use AI tools daily
Autodesk tested this by creating “transparency cards” — simple, nutrition-label-style disclosures explaining what each AI model does, what data it uses, and what safeguards are in place. The result: a 7% overall trust lift, with transparency scores jumping 26%.
The takeaway is straightforward. Transparency does not scare customers away from AI — it pulls them closer.
For a small business in Appalachia, this matters even more. Trust is currency in tight-knit communities. A plumber in Charleston or a restaurant owner in Asheville builds their reputation on word of mouth. If a customer discovers your chatbot is AI-powered only after a bad interaction, you lose twice — once on the experience, and again on the trust.
Practical ways to communicate your AI use honestly
You do not need transparency cards or a corporate trust framework. You need clear, honest communication. Here is what works:
1. Label it
If a customer is chatting with an AI, say so upfront. A simple “You’re chatting with our AI assistant — a human is available if you need one” costs nothing and prevents the feeling of being deceived.
2. Explain the value
Do not just disclose — explain why. “We use AI to respond to your inquiry within 30 seconds, even at 2 AM” tells the customer what is in it for them. The AI is not replacing a human — it is making sure they do not wait until Monday for an answer.
3. Show the human backup
The number one fear is being trapped in an AI loop with no escape. Make the handoff to a human visible and easy. Every automated interaction should have a clear path to a real person.
4. Keep customer data boundaries clear
If your AI processes customer messages, state what you keep and what you do not. A one-sentence privacy note in your chat widget or on your contact page goes a long way. This is especially important as state-level AI laws continue to expand.
5. Ask for feedback
“Was this helpful?” after an AI interaction is not just good UX — it signals that you care about the quality of the experience, not just the efficiency.
The bottom line
The 26% approval rating for AI is not a reason to hide your AI tools. It is a reason to be loud about how you use them responsibly.
Most businesses will either avoid AI entirely or use it quietly and hope nobody notices. Both strategies fail. The first leaves money on the table — 71% of small businesses already use AI, and that number is climbing. The second creates exactly the kind of trust breach that turns a neutral customer into a negative reviewer.
The winning move is the third option: use AI openly, explain the value, and give customers control. In a market where 74% of people are skeptical or neutral about AI, the business that earns trust on this front gains a real competitive edge.
If you are building AI into your customer experience and want to get the transparency piece right, our consulting team can help. And if you are looking for AI tools designed with transparency built in, explore our small business solutions.