Salesforce Report: “Businesses could soon face an AI trust gap with customers, according to a new survey of more than 14,000 consumers and business buyers across 25 countries. As brands increasingly adopt AI to increase efficiency and meet increasing customer expectations, nearly three quarters of their customers are concerned about unethical use of the technology. As brands increasingly adopt AI to increase efficiency and meet increasing customer expectations, nearly three quarters of their customers are concerned about unethical use of the technology. Notably, consumers have become much less open to using AI over the last year. While 73% of business buyers and 51% of consumers are open to the use of AI to improve their experiences, those figures have dropped significantly since 2022’s survey, from 82% and 65%, respectively. Companies therefore have an opportunity to close this gap by implementing ethical guidelines and providing better visibility into how the technology is applied.  In addition to insights on generative AI, Salesforce’s sixth State of the Connected Customer report reveals evolving influences on purchase decisions and what customers look for from marketing, commerce, sales, and service interactions.”