{"id":31139,"date":"2025-02-18T20:03:46","date_gmt":"2025-02-18T20:03:46","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31139"},"modified":"2025-06-30T15:41:10","modified_gmt":"2025-06-30T14:41:10","slug":"trust-issues-help-customers-believe-your-ai-agent","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/trust-issues-help-customers-believe-your-ai-agent\/","title":{"rendered":"Trust issues: How to help customers believe your AI agent"},"content":{"rendered":"<p>While scanning through conversations in our team inboxes recently, I realized that there are times where customers don&#8217;t believe the responses from our AI agent Fin, even when Fin is correct.<\/p>\n<p>These folks all asked to speak to a human team member, just to have the team member reiterate what <a href=\"https:\/\/www.intercom.com\/blog\/fin\">Fin<\/a> said.<\/p>\n<p>In pretty much all of these cases, this human-to-human exchange was enough to resolve the query, which got me thinking: what is it about Fin that the customer doesn\u2019t trust? And how can we bridge this gap?<\/p>\n<blockquote class=\"pullquote-style-four\">\n<p style=\"text-align: center;\">This post originally featured in our AI-first customer service newsletter,<br \/>\n<i data-stringify-type=\"italic\">The Ticket<\/i>.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\">\ud83d\udc49 <a href=\"https:\/\/www.linkedin.com\/newsletters\/the-ticket-7158151857616355328\/\"><strong>Subscribe<\/strong><\/a> and join the 28K+ customer service professionals who receive industry news, tips, and career guidance directly on their LinkedIn feed.<\/p>\n<\/blockquote>\n<p>Building trust in something new is never an easy thing to do. Getting customers to warm up to an AI agent is particularly challenging because customers are still influenced by years of frustrating experiences with chatbots that (let&#8217;s be honest) have been pretty rubbish.<\/p>\n<p>Because of this, support teams today face two key challenges:<\/p>\n<ul>\n<li>Dissolving that historic distrust and changing how customers <em>think<\/em> and <em>feel<\/em> about interacting with AI.<\/li>\n<li>Learning a new way of providing support using an AI agent and configuring the technology in a way that makes customers confident enough to trust the AI agent off the bat.<\/li>\n<\/ul>\n<p>While this is tricky, it\u2019s a challenge that excites me because it shows how AI is pushing us to learn and think in entirely new ways. I&#8217;m still very much figuring this out alongside all of you, but here are some approaches that are working for my team.<\/p>\n<h2 id=\"simplify-simplify-simplify\">Simplify, simplify, simplify<\/h2>\n<p>Support processes are by and large pretty robust. We\u2019ve been conditioned to think that the more information we provide the better, but actually, I\u2019d say this approach has discouraged people from reading what&#8217;s in front of them because we&#8217;ve hit them with so many things.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;If the interaction with your AI agent is too complicated, of course the customer is going to tune out and automatically assume it can\u2019t help them&#8221;<\/p><\/blockquote>\n<p>Think about when you call phone support you&#8217;re familiar with. You don&#8217;t want to hear all the automated messages at the start, you just want to press the button and get through to whatever you need.<\/p>\n<p>If the interaction with your AI agent is too complicated, of course the customer is going to tune out and automatically assume it can\u2019t help them. We need to stop having so much stuff that customers have to read and do, and make it easy to get them their answer.<\/p>\n<p>The good news is that the technology is evolving to make the full interaction between customers and AI agents more conversational and less clunky, while still collecting all the information your support team needs if the query ends up being routed to them.<\/p>\n<p>Here\u2019s some insight into how we\u2019re working towards this with <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/10210126-fin-guidance-beta\">Fin Guidance<\/a> and <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/7836459-workflows-explained\">Workflows<\/a>.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/02\/Fin-Guidance-1.jpg\" \/><\/p>\n<p style=\"text-align: center;\"><em>A snapshot look at how Fin Guidance can help facilitate more seamless interactions between customers and AI agents.<\/em><\/p>\n<h2 id=\"fine-tune-how-your-ai-agent-communicates\">Fine-tune how your AI agent communicates<\/h2>\n<p>On the topic of information overload, it might be the case that your AI agent is providing your customer with the right answer to their question, but it\u2019s getting buried in a verbose or poorly structured response.<\/p>\n<p>There&#8217;s a real nuance here. You want to get to a point where your customer is getting the right amount of information to feel like their query is being resolved by the AI agent without needing a human to dig deeper, but you also don&#8217;t want to overwhelm them.<\/p>\n<p>How you structure content in your knowledge base has a direct impact on the quality of your AI agent\u2019s answers, so honing in on this is important. How can you make your language sharper? How can you tweak your wording?<\/p>\n<p>My best advice here would be to choose an AI agent that allows you determine if it answers in a concise or robust fashion to suit your unique business needs.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/02\/Fin-Answer-Length.jpg\" \/><\/p>\n<p style=\"text-align: center;\"><em>With Fin, you can customize how comprehensive its answers are.<\/em><\/p>\n<h2 id=\"get-your-human-team-to-validate-your-ai-agent\">Get your human team to validate your AI agent<\/h2>\n<p>The situation I described earlier, where customers have requested to speak to a human only to have the human give the same response as the AI agent, is absolutely fine. Reassure your team that building trust is a gradual process and something we have to be patient with.<\/p>\n<p>Emphasize to your team that <em>they<\/em> are the people that your customers already trust, and hearing <em>them<\/em> confirm what the AI agent has responded with is what will build their trust in new AI-powered support over time.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;Keep your focus on making it as easy as possible for your customers to get the help they need&#8221;<\/p><\/blockquote>\n<p><strong>Here&#8217;s a tip:<\/strong> Have your team be mindful of the exact wording they use to confirm your AI agent\u2019s solutions and get a satisfied response from the customer. We&#8217;ve found that being specific works better than generic validation. Instead of just responding with something like, \u201cFin was correct,\u201d instead try something like, \u201cThe workflow steps Fin outlined are exactly what I guide customers through when setting up their first automation \u2013 what Fin suggested will get you up and running.\u201d<\/p>\n<p>At the end of the day, there&#8217;s no shortcut to earning trust \u2013 whether that&#8217;s trust in your team, your product, or your AI agent. Keep your focus on making it as easy as possible for your customers to get the help they need.<\/p>\n<p>Proving that this is your priority, whether customers are engaging with your AI agent or human team, is what will build genuine trust over time.<\/p>\n<hr \/>\n<p>\ud83d\udce9 <a href=\"https:\/\/www.linkedin.com\/newsletters\/the-ticket-7158151857616355328\/\"><strong>Subscribe to <em>The Ticket<\/em> here <\/strong><\/a>\u2013 a regular LinkedIn newsletter delivering key insights for customer service professionals in this time of mind-blowing change.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Struggling with customers not believing your AI agent even when it&#8217;s correct? You&#8217;re not alone. Here are some tips to help foster stronger trust in AI-powered support.<\/p>\n","protected":false},"author":219,"featured_media":31458,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3,25428],"tags":[25429,25296],"coauthors":[482],"class_list":["post-31139","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","category-the-ticket","tag-ai-trust","tag-the-ticket"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Trust issues: How to help customers believe your AI agent - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Some customers just don&#039;t believe an AI agent \u2013 even when it&#039;s right. 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