Many consumers expect people to remain accountable for communications created with AI. Smart Communications’ 2026 Customer Experience Benchmark found that 46% believe a human should always check content suggested by generative AI. Only 12% believe generative AI is better than humans at creating customer communications. Human review is especially important in regulated industries, where inaccurate or inappropriate content can affect compliance, customer outcomes and trust. Organizations should establish review requirements based on the communication’s purpose and risk, supported by clear permissions, audit trails and visibility into AI-generated changes.
Explore the 2026 Customer Experience Benchmark Research.
