Your customers don't hate AI — they hate you lying about it

Twilio research highlights a major gap between brands’ claims that AI agents disclose their identity and customers’ actual experience: 81% of brands say agents identify themselves immediately, while only 22% of consumers report this happening. The article argues that trust depends on clear upfront communication about whether a customer is speaking with AI, what personal data the system can access, and how it reaches recommendations or decisions. It recommends plainly using the term “AI” at the beginning of every channel-specific interaction, offering an easy route to a human representative, obtaining appropriate consent for personal-data use, and providing explanations for automated decisions. Rather than relying on system prompts or design assumptions, organizations should review conversation transcripts and measure whether disclosures are actually delivered, since undisclosed or unclear automation can frustrate customers and undermine confidence in support services.

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