Signal Explanation raises assistant trust for two-thirds of consumers

Summary

Capgemini finds that explanation is a key route to consumer trust in digital assistants. More than six in ten consumers trust an assistant more when it explains the reasons behind its recommendations and actions. In the survey, 69 percent would trust an assistant to suggest new products or deals if it said why it chose them, and 66 percent trust it more when explanations are clear. Users who receive explanations feel better informed and more in control. They also become more willing to share data for personalization and to try advanced features confidently.