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 said the most important option was the ability to change to a human at any time. At first, these findings may appear contradictory. Consumers want the speed, convenience, and relevance AI can provide, but they also want access to a person. I do not see this as a rejection of AI. Nor does it mean that every AI interaction requires a human in the loop. It tells us that customers want clear boundaries. They want to understand what an AI system is there to do, how much authority it has, and when they can take back control. Access to a human matters because it provides an accountable experience and credible exit. It reassures people that if the context changes or something simply feels wrong, they …