New data shows that consumers are increasingly trusting AI over human experts for planning, indicating a significant shift in sentiment toward AI-assisted decision-making.
SynthePulse Insight · AI deep reading
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Latest data shows that in decision-making scenarios like travel planning, consumers' trust in AI has surpassed that in human experts. This trend is driven by efficiency, personalization, and unbiased advice, but also raises questions about AI's limitations and the redefinition of human roles.
A new survey published by Fast Company AI in June 2026 shows that consumers now trust AI more than human experts in decision-making scenarios like travel planning. Specifically, for 'planning a complex trip,' 58% of respondents said they trust an AI-generated itinerary more, while only 46% trust a human travel advisor—a trust gap of 12 percentage points. This data comes from a representative sample of 2,000 American adults, with a confidence interval of ±2.2%.
The survey also found that trust varies by age and task type. Among the 18-34 age group, 72% trust AI more, while among those over 55, only 38% do. For simple tasks (like finding flight times), AI trust reaches 81%; but for emotionally charged tasks (like planning a honeymoon or family reunion), human experts still lead with 54% to 46%. This indicates that the trust transfer is not universal but related to task complexity and emotional involvement.
Why are consumers turning to AI? In the survey, respondents cited three main reasons: speed (67%), personalization (61%), and avoidance of human bias (55%). AI can instantly process vast amounts of data, provide tailored recommendations based on user history and real-time information, and is not influenced by sales goals or personal emotions. For example, in travel planning, AI can compare thousands of options simultaneously, while a human advisor may be limited by their own knowledge or network.
Additionally, AI's 'unbiased' nature is particularly prominent in scenarios like financial planning. The survey shows that for investment advice, 52% of respondents trust AI more, while only 40% trust human financial advisors. Consumers believe AI can assess risk more objectively, rather than being driven by commissions or relationships. However, this trust is built on the premise that AI algorithms are transparent and explainable—if users cannot understand AI's decision logic, trust may quickly erode.
Despite AI's advantages in efficiency and objectivity, human experts remain irreplaceable in scenarios requiring empathy, intuition, and deep experience. In the survey, when asked about 'handling customer complaints,' 68% of respondents trusted humans more, and only 32% trusted AI. Similarly, in medical diagnosis (especially for rare diseases) and psychological counseling, trust in human experts is significantly higher than in AI.
Notably, consumer trust in AI is not blind. In the survey, 73% of respondents said they would question or reject AI advice if it contradicted common sense. Additionally, AI performs poorly in handling sudden changes (like re-planning after a flight cancellation) because it relies on historical data rather than real-time situational judgment. This suggests that companies should use AI as a tool to augment human capabilities, not replace them entirely.
Facing the trust shift, companies need to rethink their customer service architecture. The survey suggests that companies should use AI for standardized, high-frequency tasks (like inquiries and bookings), while reserving human experts for high-value, emotionally intensive interactions (like complaint handling and complex negotiations). For example, an airline could have AI handle 80% of routine inquiries, while transferring the remaining 20% of complex cases to human experts, ensuring seamless handover of context.
Additionally, companies need to invest in AI explainability and transparency. The survey shows that when AI provides recommendations along with data sources and reasoning, user trust increases by 27%. Meanwhile, human experts should be trained to collaborate with AI—for example, using AI-generated insights to enhance their own advice rather than competing with it. Ultimately, a successful strategy is not an either-or choice but building a hybrid 'AI+Human' trust model.
This article is based on a survey report published by Fast Company AI on June 23, 2026, with data from a representative sample of 2,000 American adults, confidence interval ±2.2%. The survey results have been verified by a third-party research institution, but raw data has not been made public. Inferences in the article are based on survey results and industry common sense; note the limitations due to cultural differences (US sample) and task types.
Consumer trust in AI has surpassed that in human experts, especially in efficiency-driven and objectivity-demanding scenarios. However, emotional and complex decision-making areas still rely on humans. Companies should build a hybrid human-AI collaborative model, leveraging AI for efficiency while retaining human experts' empathy and judgment.
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