Should AI Agents Reveal It’s Not Human? 

AI is everywhere. It’s answering our calls, booking our appointments, and even guiding our buying decisions. But here’s the question nobody seems to ask:

Should your AI let you know it’s AI, or should it keep you guessing?

At 11Sight, we love asking the tough questions. You might remember the last time we asked whether AI voices should sound more human or synthetic—an almost 50/50 split! But this time, the results of our latest poll were crystal clear:

• 90% said AI should identify itself.
• 10% said it shouldn’t.

So, Why does this matter, and what does it say about the future of AI in the automotive world? Let’s break it down.

Why Most Say AI Should Identify Itself

A staggering 90% of respondents believe that AI systems should be transparent about their identity. Here’s why this might resonate so strongly:

1. Building Trust Through Transparency

Nobody likes being tricked. When AI comes clean about its identity, it builds trust. And in an industry like automotive, trust is everything.

When customers know they’re speaking to AI, it sets clear expectations from the start. Transparency creates a sense of honesty, which is critical for maintaining trust—especially in industries like automotive, where customer loyalty is key.

2. Clear Expectations, Better Experiences

If your AI sounds like a human but acts like a machine, it can throw people off. By identifying itself, AI removes the guesswork, ensuring customers know what to expect.

3. Acknowledging AI’s Role

AI isn’t just a tool—it’s a testament to progress. When customers know they’re engaging with advanced technology, it can turn a simple interaction into a wow moment.

Why Some Think AI Should Keep It Quiet

Even though it’s a small group, the 10% who voted against AI self-identification raise some interesting points:

1. It’s About the Outcome, Not the Source

For these users, the focus is on results. If the AI gets the job done—whether it’s booking a service appointment or answering a question—why does it matter if it’s AI or human?

2. Avoiding Bias

When people know they’re speaking to AI, they might judge the system more critically. Keeping it anonymous could ensure the focus stays on the interaction itself.

What Does This Mean for the Future of AI in Automotive?

These results reflect a critical shift in customer expectations. As AI becomes more integrated into our daily lives, transparency isn’t just a feature—it’s becoming a standard. Customers want to know when they’re interacting with AI and appreciate businesses that prioritize clarity and trust.

For dealerships, this means it’s time to think strategically about how AI fits into their customer journey. Should your AI start conversations with: “Hi, I’m your virtual assistant”? Or is it better to keep things seamless and focus on the task at hand?

Our Perspective

These results provide valuable insights into what users want. While our focus remains on creating seamless and efficient customer interactions, this type of research helps us—and the industry as a whole—understand how to better serve evolving expectations.

What do you think? Should AI always identify itself? Or does it depend on the situation?

We’ll continue to explore these questions, because the future of AI is not just about what it can do—it’s about how it aligns with human needs and preferences.

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