Americans show growing trust in businesses using AI responsibly

In early 2024, during the World Economic Forum in Davos, Switzerland, a study by Bentley University and Gallup revealed significant shifts in American attitudes toward artificial intelligence in business. The report indicated that trust in companies using AI responsibly increased from 21% in 2023 to 31% in 2025, as more individuals feel assured about how businesses manage this technology. Yet, despite this leap in confidence, the findings also showed a considerable portion of the population—41%—still express considerable skepticism, citing concerns about jobs and the ethical implications of AI deployment. Furthermore, more than a quarter of Americans believe businesses use AI irresponsibly, with a notable 74% anticipating job losses within the next decade due to automation. This sustained confidence also comes with a demand for accountability; nearly 60% of respondents emphasized the need for companies to be transparent about their AI usage, including decision-making processes and workforce impacts. The report highlights a paradox for businesses: while trust is growing, it remains fragile. As companies celebrate improvements in public sentiment, they risk overlooking critical factors that influence long-term trust. Consumers are calling for transparent practices that not only address immediate concerns but also foster a deeper understanding of AI's role in their daily lives. Businesses that effectively integrate trust-building metrics, akin to their financial performance, will be in a stronger position to leverage the benefits AI offers. Moreover, a notable trend has been observed regarding neutrality, increasing from 50% to almost 60% over a single year. This suggests that businesses have a window of opportunity to engage with public concerns surrounding AI. Companies must proactively address these challenges by demonstrating fairness and increasing public participation in their AI strategies. The report underlines the importance of transparency and public engagement, which could be pivotal for businesses attempting to harness the potential of AI while mitigating risks and enhancing their reputations. To unlock the potential of a 'trust dividend,' where customer and employee trust translates into tangible business benefits, organizations are encouraged to prioritize building trust as an integral aspect of their operations. This focus includes tracking public perception regarding AI and ensuring that efforts to foster transparency and ethical practices are not only sincere but also effectively communicated to all stakeholders.