AI adoption depends on more than what the technology can do. It also depends on how people feel about using it. Everyday encounters with automated service can shape that confidence, but trust should be earned through the experience rather than assumed to grow automatically.
Lemonade’s use of automated insurance conversations and claims processing offers a useful example. The strategic question is how those tools connect to a real benefit: can the service handle demand more effectively, or help the organisation make better decisions? Naming the technology is only the beginning of the explanation.
The people behind it matter too. Staff need enough understanding to operate the system, recognise problems and respond when its output needs attention. A persuasive case for AI connects capability, customer confidence and the human knowledge needed to make the service work.