AI use is rising, but trust is not keeping pace

AI is becoming part of everyday life and work.

People are using AI for customer support, travel planning, health information, research, content creation and decision support. EY’s 2026 AI Sentiment Index found that 74% of UK respondents had used AI in the past six months.

That shows AI is no longer a niche topic.

But the same research also shows a serious trust gap. Only 14% of UK respondents said they were comfortable relying on fully autonomous AI systems, and trust in companies and governments managing AI-related data remains low.

This matters for every organisation using AI.

Customers may accept AI assistance, but they still want reassurance.

They want to know that data is protected, decisions are checked and people remain accountable.

Trust depends on governance, not just technology

Many businesses focus on what AI can do.

That is understandable. AI can help with faster customer responses, document summaries, internal knowledge searches, admin tasks and workflow automation.

But customers and staff are asking a different question.

They want to know whether AI is being used safely.

Common concerns include:

• Who is responsible if AI gives the wrong answer?
• Is personal or business data protected?
• Can a human review the outcome?
• Is the AI tool approved by the organisation?
• Are staff trained to use it properly?
• Can customers understand when AI is involved?
• Are AI outputs checked before they are relied upon?

The ICO’s AI guidance makes clear that organisations should take a risk-based approach, including assessing risks to individuals and putting in proportionate technical and organisational measures to reduce those risks.

That is why AI governance matters.

Governance is not just paperwork. It is how a business shows that AI is being used with control, responsibility and care.

What SMEs should do to build AI trust

SMEs do not need to overcomplicate AI adoption.

But they do need basic controls.

A practical trust-building approach may include:

• Creating a staff AI use policy
• Listing approved AI tools
• Explaining what data must not be entered into AI systems
• Training staff on safe and responsible AI use
• Checking AI outputs before they are used
• Giving customers a route to human support
• Keeping records of important AI-supported decisions
• Reviewing risks before introducing AI into customer-facing workflows

The ICO also highlights the importance of meaningful human oversight where AI is used to inform significant decisions about people, including making sure reviewers remain engaged, critical and able to challenge AI outputs.

CAIT Group Ltd helps organisations create this structure.

CAIT supports AI governance, policy readiness, staff training, human oversight planning, chatbot readiness, risk reviews and practical adoption planning.

The goal is not to make AI feel complicated.

The goal is to make AI trustworthy, useful and easier to manage.

Practical impact by organisation type

Individuals: People are more likely to trust AI when they know a human can review important outcomes.

Small businesses: Clear AI rules can help build customer confidence without needing large corporate systems.

Medium businesses: Governance helps teams use AI consistently across departments and customer touchpoints.

Large businesses: Strong oversight supports accountability, brand trust, data protection and operational control.

Multinationals: Consistent AI governance helps manage trust across different markets, systems and regulatory environments.

Public sector organisations: Trust, transparency and explainability are essential where AI affects public services, citizens or access to support.

CAIT service connection

This story connects directly to CAIT Group Ltd’s services:

• AI governance and policy readiness
• AI risk readiness
• Staff AI usage guidance
• Human oversight planning
• AI adoption training for management teams
• Knowledge-base chatbot readiness
• Customer-facing AI governance
• Leadership decision-making support

CAIT helps organisations use AI in a way that customers, staff and managers can understand and trust.

Using AI but unsure whether customers and staff will trust it?

We can help you create clear AI rules, train your team, review risks and put practical human oversight around AI use.