If you have ever taken a self-driving Uber through downtown LA, you might recognise the strange sense of uncertainty that settles in when there is no driver and no conversation, just a quiet car making assumptions about the world around it. The journey feels fine until the car misreads a shadow or slows abruptly for something harmless. In that moment you see the real issue with autonomy. It does not panic when it should, and that gap between confidence and judgement is where trust is either earned or lost. Much of today’s enterprise AI feels remarkably similar. It is competent without being confident, and efficient without being empathetic, which is why the deciding factor in every successful deployment is no longer computing power but trust.
The MLQ State of AI in Business 2025 [PDF] report puts a sharp number on this. 95% of early AI pilots fail to produce measurable ROI, not because the technology is weak but because it is mismatched to the problems organisations are trying to solve. The pattern repeats itself in industries. Leaders get uneasy when they can’t tell if the output is right, teams are unsure whether dashboards can be trusted, and customers quickly lose patience when an interaction feels automated rather than supported. Anyone who has been locked out of their bank account while the automated recovery system insists their answers are wrong knows how quickly confidence evaporates.
Klarna remains the most publicised example of large-scale automation in action. The company has now halved its workforce since 2022 and says internal AI systems are performing the work of 853 full-time roles, up from 700 earlier this year. Revenues have risen 108%, while average employee compensation has increased 60%, funded in part by those operational gains. Yet the picture is more complicated. Klarna still reported a 95 million dollar quarterly loss, and its CEO has warned that further staff reductions are likely. It shows that automation alone does not create stability. Without accountability and structure, the experience breaks down long before the AI does. As Jason Roos, CEO of CCaaS provider Cirrus, puts it, “Any transformation that unsettles confidence, inside or outside the business, carries a cost you cannot ignore. it can leave you worse off.”
We have already seen what happens when autonomy runs ahead of accountability. The UK’s Department for Work and Pensions used an algorithm that wrongly flagged around 200,000 housing-benefit claims as potentially fraudulent, even though the majority were legitimate. The problem wasn’t the technology. It was the absence of clear ownership over its decisions. When an automated system suspends the wrong account, rejects the wrong claim or creates unnecessary fear, the issue is never just “why did the model misfire?” It’s “who owns the outcome?” Without that answer, trust becomes fragile.
“The missing step is always readiness,” says Roos. “If the process, the data and the guardrails aren’t in place, autonomy doesn’t accelerate performance, it amplifies the weaknesses. Accountability has to come first. Start with the outcome, find where effort is being wasted, check your readiness and governance, and only then automate. Skip those steps and accountability disappears just as fast as the efficiency gains arrive.”
Part of the problem is an obsession with scale without the grounding that makes scale sustainable. Many organisations push toward autonomous agents that can act decisively, yet very few pause to consider what happens when those actions drift outside expected boundaries. The Edelman Trust Barometer [PDF] shows a steady decline in public trust in AI over the past five years, and a joint KPMG and University of Melbourne study found that workers prefer more human involvement in almost half the tasks examined. The findings reinforce a simple point. Trust rarely comes from pushing models harder. It comes from people taking the time to understand how decisions are made, and from governance that behaves less like a brake pedal and more like a steering wheel.
The same dynamics appear on the customer side. PwC’s trust research reveals a wide gulf between perception and reality. Most executives believe customers trust their organisation, while only a minority of customers agree. Other surveys show that transparency helps to close this gap, with large majorities of consumers wanting clear disclosure when AI is used in service experiences. Without that clarity, people do not feel reassured. They feel misled, and the relationship becomes strained. Companies that communicate openly about their AI use are not only protecting trust but also normalising the idea that technology and human support can co-exist.
Some of the confusion stems from the term “agentic AI” itself. Much of the market treats it as something unpredictable or self-directing, when in reality it is workflow automation with reasoning and recall. It is a structured way for systems to make modest decisions inside parameters designed by people. The deployments that scale safely all follow the same sequence. They start with the outcome they want to improve, then look at where unnecessary effort sits in the workflow, then assess whether their systems and teams are ready for autonomy, and only then choose the technology. Reversing that order does not speed anything up. It simply creates faster mistakes. As Roos says, AI should expand human judgement, not replace it.
All of this points toward a wider truth. Every wave of automation eventually becomes a social question rather than a purely technical one. Amazon built its dominance through operational consistency, but it also built a level of confidence that the parcel would arrive. When that confidence dips, customers move on. AI follows the same pattern. You can deploy sophisticated, self-correcting systems, but if the customer feels tricked or misled at any point, the trust breaks. Internally, the same pressures apply. The KPMG global study [PDF] highlights how quickly employees disengage when they do not understand how decisions are made or who is accountable for them. Without that clarity, adoption stalls.
As agentic systems take on more conversational roles, the emotional dimension becomes even more significant. Early reviews of autonomous chat interactions show that people now judge their experience not only by whether they were helped but also by whether the interaction felt attentive and respectful. A customer who feels dismissed rarely keeps the frustration to themselves. The emotional tone of AI is becoming a genuine operational factor, and systems that cannot meet that expectation risk becoming liabilities.
The difficult truth is that technology will continue to move faster than people’s instinctive comfort with it. Trust will always lag behind innovation. That is not an argument against progress. It is an argument for maturity. Every AI leader should be asking whether they would trust the system with their own data, whether they can explain its last decision in plain language, and who steps in when something goes wrong. If those answers are unclear, the organisation is not leading transformation. It is preparing an apology.
Roos puts it simply, “Agentic AI is not the concern. Unaccountable AI is.”
When trust goes, adoption goes, and the project that looked transformative becomes another entry in the 95% failure rate. Autonomy is not the enemy. Forgetting who is responsible is. The organisations that keep a human hand on the wheel will be the ones still in control when the self-driving hype eventually fades.
