Gong, a leading revenue AI company, has released new research revealing an AI trust barrier that stands between companies innovating with AI and those stuck in exploration and confusion. The study, which was supplemented by findings from Gong Labs, showed that 58% of companies (US 63% / UK 52%) had stalled AI projects. Here’s why: it’s not a lack of budget – it’s a deficit in trust. The research explored how concerns about data privacy, security and transparency lead to a lag in adoption.
Gong understands how to help revenue leaders get the assurance they need to drive AI adoption success. Gong Labs data, based on aggregated and de-identified signals derived from over 25 million sales interactions processed within Gong’s platform, found that one in four calls referenced security, with uncertainty over AI’s foundational data and learning mechanisms the most discussed topics.
A study of over 2,000 US and UK leaders reveals that transparency in how AI generates outputs is essential for them to trust, invest in and deploy AI tools. As it stands, 75% (US 80% / UK 70%) of leaders feel their organisations are falling behind when it comes to realising AI’s most powerful benefits, giving solution providers an opportunity to allay concerns and drive their success.
“Security and AI trust are no longer back-office conversations; they are revenue conversations. Gong’s research found that trust can be a performance multiplier when applied as part of an AI strategy. The competitive advantage delivered by AI is no longer up for debate, but the trust barrier remains for those using tools that have yet to establish this trust.
“By embedding enterprise-grade governance directly into the Revenue AI OS, we’re helping the world’s most successful teams bypass the doubt and move straight to acceleration,” said Chris Peake, Chief Trust Officer, Gong.
With more than half of companies having delayed or cancelled their plans to adopt an AI tool, the data suggests that organisations are underutilising powerful AI capabilities and leading companies to miss out on transformational gains. What’s more, this same lingering uncertainty has meant 46% (US 44% / UK 47%) of their planned AI investments have been paused on average.
With the right guardrails, trust can be an enabler of a successful AI strategy. Gong works with customers to address the trust gap by building enterprise-grade security and data governance within its Revenue AI Operating System, producing explainable and relevant insights using its context-aware AI, grounded in patterns observed across aggregated customer usage and providing built-in governance and insight. Gong enables custom redaction capabilities, enabling organisations in highly regulated industries to safely leverage AI insights that previously couldn’t be monitored or analysed due to data privacy risks.
