Customers are wary of AI. Use it to serve them, not replace them.
Public concern about AI is rising. Businesses that use AI openly, to make service faster and more human, will keep trust while others lose it.
By the Xuru Technologies team · 24 August 2026
Key takeaways
- Pew found 52% of US adults more concerned than excited about AI.
- 71% expect fewer US jobs over the next two decades.
- Anthropic's CEO said the industry has not yet delivered enough of its promised benefits.
Adoption and anxiety are rising together. For customer-facing businesses, how you use AI matters as much as whether you use it.
What happened
MarketingProfs summarised the Pew findings and industry responses, including OpenAI launching a teen mode with parental controls.
What it means for businesses
- Hidden AI backfires. Customers dislike discovering it later.
- Human access reassures. Always offer a way to reach a person.
- Benefits must be visible. Faster replies and better service win people over.
Trust-first AI rules
| Rule | Example |
|---|---|
| Say when it's AI | "I'm Xuru's AI assistant." |
| Easy human handoff | "Talk to a person" in every chat. |
| Use AI to add, not cut | 24/7 answers while staff focus on guests. |
| Protect data | Collect only what's needed. |
Frequently asked questions
How do Americans feel about AI in 2026?Pew found 52% are more concerned than excited, and 71% expect fewer US jobs over the next two decades.
Pew found 52% are more concerned than excited, and 71% expect fewer US jobs over the next two decades.
Should my business still use AI?Yes, openly and helpfully: for faster answers and smoother service, with easy access to a human.
Yes, openly and helpfully: for faster answers and smoother service, with easy access to a human.
How do I tell customers I use AI?Label your chat assistant clearly, explain how it helps them and offer a human option every time.
Label your chat assistant clearly, explain how it helps them and offer a human option every time.
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