Trust in customer experience has become the new gold standard for brands looking to stand out in crowded markets.
While product quality and competitive pricing matter, modern customers are increasingly drawn to companies that demonstrate honesty, empathy, and consistency at every turn.
When everyone is using AI in some way or another to bolster their CX, building trust through AI transparency has never been more crucial.
Transparency is key because customers aren’t strangers to automation. They recognize when they’re talking to bots, and they want to know how their data is being used.
According to the Capgemini Research Institute, 62% of consumers say they’d trust a brand more if it was transparent about rather than hiding the use of a bot. This insight matters if you want to excel in both customer retention and customer experience metrics.
Why building trust through AI transparency matters
One of the best practices for AI in CX is letting customers know when artificial intelligence is involved in their support journey.
When we say “honest AI use”, we mean clearly labeling your chatbots or virtual assistants and explaining how these tools help provide faster resolutions. Doing so removes confusion and helps cement trust from the get-go.
For instance, if a conversation transitions from a bot to a human agent, let the customer know. This small but powerful gesture fosters an immediate sense of honesty and sets the stage for long-term loyalty.
That’s exactly how we approach augmented AI in CX at PartnerHero—by balancing human touch and AI in CX to maintain both efficiency and empathy.
If you want more details on how to empower customer support teams while introducing AI, our Augmented AI eBook covers it all: from creating seamless handoffs to ensuring that automation complements, rather than replaces, human expertise.
Transparent SLAs as a cornerstone of trust
“Transparent SLAs” might sound like corporate ipsum, but at its heart, an SLA sets clear expectations. It tells customers when to expect a response, how quickly issues will be resolved, and what steps are taken if these expectations aren’t met.
Overpromising on response times is a quick way to lose trust; matching your capacity with the commitments in your SLA is far more vital to establishing real-time CX decision-making that customers can rely on.
When you leverage AI in customer support wisely, you can automate routine inquiries, giving your empowered CX teams the bandwidth to focus on complex or sensitive issues. This naturally helps you meet SLA targets—or even beat them.
If you’re looking for a step-by-step approach to aligning SLAs with AI capabilities, our Customer Support AI Implementation Strategy Guide walks you through best practices for AI in CX, from process mapping to rollout.
How to empower customer support teams for real-time CX decision-making
Even the best AI won’t replace human empathy—customers still want that personal touch. Empowered CX teams should be able to make on-the-spot decisions—like offering refunds or adjusting policies—without going through multiple layers of approval.
This kind of real-time CX decision-making not only resolves issues faster but also shows customers you value their time and concerns.
Of course, empowerment requires guardrails. A solid digital customer experience strategy includes clear guidelines, comprehensive knowledge bases, and accessible escalation paths.
The goal? Agents feel confident enough to deviate from the script when needed but also know where the boundaries are to keep things consistent and fair.
Balancing human touch and AI in CX
Augmented AI in CX is all about synergy. Automation handles repetitive, low-level tasks, freeing humans to dive into more nuanced, high-impact conversations.
When agents feel supported by AI—rather than replaced by it—they can focus on what they do best: connecting with customers on a human level. This blend fosters deeper relationships that lead to a genuine CX competitive advantage.
You can also use AI to give your CX teams the advantage of extra insights on customer history and sentiment.
If you’re curious about how other organizations manage these new dynamics, check out our CX survey insights. It’s a closer look at how different companies are weaving AI into their day-to-day operations and what impact it’s having on their bottom line.
Making trust part of your culture
Trust isn’t a one-and-done checkbox. It’s a culture you cultivate by consistently being upfront with customers, setting clear and transparent expectations, and giving your teams the tools they need to shine.
This ongoing commitment to customer experience best practices increases loyalty, reduces churn, and helps you stand out as a brand that truly cares.
If you’re ready to strengthen your digital customer experience strategy and gain that all-important CX competitive advantage, explore our resources:
- Augmented AI eBook: for insights on balancing human touch and AI in CX.
- The Future of AI in CX Insights Report: real-world examples of how AI adoption is shaping the future of customer experience.
- Customer Support AI Implementation Strategy Guide: best practices for AI in CX, including seamless integrations and measurable outcomes.
And if you’re looking to craft or refine a strategy that puts trust in customer experience front and center, our team is here to help.
Contact our sales team to learn how transparent SLAs, empowered CX teams, and honest AI use can converge to transform your brand’s relationships with customers.
Remember, trust builds loyalty, and loyalty drives sustainable growth. Combine transparency, well-communicated expectations, and honesty, and you’ll earn the kind of customer trust that truly moves the needle—both for your brand’s reputation and its bottom line.
