The hidden trust problem inside AI-first experiences
The next competitive edge in product
One of the most interesting use cases of AI right now is as a thought partner. People use it to think out loud and sense-check decisions. The speed and accessibility of that support changes how people process uncertainty.
But AI often validates the perspective of the person asking the question. In personal situations, that can escalate conflict instead of resolving it. I’ve seen cases where two people each go to AI separately for advice, and suddenly the interaction becomes AI-to-AI reasoning instead of human-to-human conversation.
That same dynamic is beginning to appear in the way customers interact with companies. As more experiences become mediated by AI, some of the trust people used to associate with brands starts to weaken.
This creates a new challenge for product leaders. For years, the goal was to remove friction wherever possible. Now the question is different: where should friction remain because it signals human presence? The companies that succeed will be the ones that decide carefully where automation helps and where human connection still matters.
Join the conversation on LinkedIn and share the moment in your product journey where human presence matters most.
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