It is overwhelmingly important to consumers that companies disclose when AI is being used in their interactions. According to Smart Communications’ 2026 Customer Experience Benchmark, 82% consider AI disclosure very or somewhat important.
This expectation remains high across financial services at 83%, insurance and healthcare at 85%, and government at 86%.
It is also consistent across generations, ranging from 75% of Gen Z to 88% of Baby Boomers. For companies using AI in customer communications, transparency is becoming a fundamental requirement for building trust.
