🤖 People still trust people more than machines—and that’s a real challenge for avid AI supporters.

Okta’s latest Customer Identity Trends report highlights something important: while agentic AI is improving fast, human trust is falling behind.

🔹 70% of users say they prefer to speak with a human, not an automated system.
🔹 60% worry about how AI could affect the privacy of their personal information.
🔹 Even younger generations are cautious—so it’s not just older users who have doubts.

What tasks are people okay with giving to AI agents? Mostly the boring, rule-based ones:
▫️ Translating languages
▫️ Searching for information
▫️ Helping with writing
▫️ Analysing data

But when it comes to personal or emotional tasks—like making choices or managing schedules—many would still rather have a human involved.

So, what would help build trust? The top answer: knowing there’s still a human checking the AI’s work. People also want clear ethical rules and better transparency.

👉 For any organisation building digital customer experiences, this isn’t just interesting—future success depends on trust, communication, and respecting user expectations.