Customers are encountering AI agents more often, but expectations are

high and trust is fragile. This chapter shows where customers prefer AI

vs. humans, which trust signals (clear labeling, human oversight, and

opt-outs) build confidence, and the identity controls that keep

interactions safe without adding friction.

Read it to learn:

• Where customers are comfortable with AI agents and when they

prefer humans

• The trust signals that matter: clear labeling, human oversight, and

opt-outs

• How willingness to share data varies by context and user segment
• The identity controls that reduce risk: agent authentication, secure

token handling, asynchronous authorization, and fine-grained

access for RAG