It’s Time We Redefine What ‘Trust’ Means With AI [Video]

Google recently announced an update to its Gemini AI assistant that says a lot about where conversational AI is headed. The update allows Gemini to deliver more tailored responses by using personal data, starting with users’ search histories.

This change signals a shift in how AI builds consumer trust. Trust is about more than protecting privacy; it’s also about the value AI provides. And this evolution is not limited to AI.

Think about it. How often do you closely review the consumer privacy caveats when you buy the latest iPhone or update your operating system? We share sensitive personal data with Apple without much consideration because we trust Apple to deliver consistent performance personalized to our needs. And we share location data with wayfinding apps without balking because they need to know where we are to give us accurate instructions.

Conversational AI can gain our trust by offering a value exchange: personalization paired with empowerment and transparency that brings consumers along for the ride.