Data privacy and security and a lack of human oversight are consumers’ leading concerns about AI in customer communications and digital forms. Each was cited by 47% of respondents in Smart Communications’ 2026 Customer Experience Benchmark. Potential errors followed at 41%, while 29% were concerned about an overreliance on technology. Privacy concerns are consistent across generations and industries, while concerns about human oversight rise with age, reaching 56% among Baby Boomers. Companies should prioritize security, accuracy, human accountability and clear governance when introducing AI into customer interactions.
Explore the 2026 Customer Experience Benchmark Research.
