AI Governance Gap Threatens Trust Amid Agentic AI Advance

A new study by Genesys reveals a concerning chasm between how businesses govern artificial intelligence and the foundational trust consumers require to feel secure using these increasingly autonomous systems. While a significant four out of five consumers surveyed demand clear oversight for AI interactions, fewer than a third (31 percent) of business leaders report that their organizations have comprehensive, company-wide AI policies and robust oversight mechanisms in place.

This disconnect emerges as “agentic AI”—autonomous systems capable of independent thought, action, and decision-making—becomes an increasingly central component of enterprise customer experience (CX) strategies. A striking 91 percent of CX leaders believe these systems will empower their organizations to deliver faster, more effective, and highly personalized service. Yet, despite this widespread enthusiasm for AI’s transformative potential, the data paints a complex picture: governance structures are critically lagging, exposing companies to substantial risks concerning consumer trust, brand reputation, and regulatory compliance.

“Agentic AI is unlocking exciting new avenues for how organizations serve their customers, but earning consumer trust must progress in lockstep with that innovation,” remarked Olivier Jouve, chief product officer at Genesys. “As these systems assume greater responsibility, it’s imperative that businesses remain transparent and accountable in their deployment. By establishing the right safeguards from the outset, companies can cultivate enduring confidence through responsible innovation that elevates customer experiences to new levels of personalization and effectiveness.”

The imperative for strong governance is not lost on CX leaders, over 90 percent of whom concur that it is vital for protecting brand reputation (91 percent), fostering long-term customer trust and loyalty (91 percent), and increasing consumer comfort with autonomous systems (90 percent). Nevertheless, many organizations remain ill-prepared. More than one-third of CX leaders (35 percent) admit to having minimal or no formal governance policies. Even more troubling, 28 percent of those completely lacking policies still believe their organizations are ready to deploy agentic AI.

This governance deficit takes on a more alarming dimension when juxtaposed with consumer anxieties. Many individuals harbor reservations due to a perceived lack of transparency regarding how their data is utilized and a clear absence of oversight. In fact, clarity on AI’s use of personal data emerged as the primary concern among respondents. Compounding this, 37 percent of consumers believe AI “hallucinates” or fabricates information—a concern echoed by 59 percent of CX leaders, who acknowledge that such fabrications pose serious threats to customer loyalty, brand reputation, and even potential litigation. This perceived unreliability further erodes trust, underscoring the urgent need for safeguards that guarantee accuracy and accountability in AI-driven experiences.

The disparity between what leaders recognize as essential and what organizations have actually implemented is particularly concerning given the explicit consumer demand for transparency and oversight. Bridging this gap is critical for businesses before they consider deploying agentic AI at scale. While a robust 81 percent of CX leaders express confidence in using agentic AI for sensitive customer data, a mere 36 percent of consumers share this sentiment. This trust gap becomes even more pronounced in higher-stakes scenarios. Businesses exhibit strong confidence in deploying agentic AI for critical customer functions, with 74 percent comfortable using the technology for billing, financial transactions, and account security. Consumers, however, are considerably more hesitant: only 35 percent are comfortable with agentic AI handling money transfers, 49 percent with resolving billing issues, and 50 percent with updating personal information.

Despite this wariness, the data reveals a significant opportunity. Over half of consumers (58 percent) indicate that they are indifferent as to whether their issue is resolved by a human or an AI, provided it is handled quickly and comprehensively. This suggests that efficiency and effectiveness in customer experience can overcome skepticism, but only when seamlessly paired with unwavering transparency and accountability. To bridge the trust divide and innovate responsibly, organizations must scale their AI initiatives with a resolute consumer-centric approach.