A significant amount of discussion surrounding AI agents revolves around their ability to complete real-world tasks. However, a more pressing challenge is emerging: whether people can trust these agents enough to allow them to act on their behalf.

While AI can perform tasks such as drafting emails, summarizing documents, and suggesting next steps, it’s an entirely different scenario when they start interacting with companies, navigating accounts, submitting forms, cancelling services, or making decisions across multiple steps.

Even if the technology functions correctly most of the time, users need to have confidence that the agent understands the goal, won’t exacerbate the situation, can recover from mistakes, and knows when to seek human approval.

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