- Safwan AMM
- 13 September, 2025
AI is Changing Brand Trust
Not so long ago, building trust was simple:
👉 A nice logo, a good tagline, a few advertisements, and people believed in your brand.
But today? Artificial Intelligence (AI) has flipped the game.
AI isn’t just helping companies write Facebook posts or schedule ads. It has become a digital detective. With just one click, AI can check:
- Your old customer reviews on Google, Ikman, TripAdvisor.
- Employee comments on Glassdoor or LinkedIn.
- Social media buzz about your brand.
Basically, AI puts your entire business history under a microscope.
That means — your brand message (“We care about customers”) is no longer enough. AI will instantly cross-check if your reviews, service, and actions match that promise.
Case Study: Trust in Milliseconds
A PR expert in the US said something powerful:
👉 “Trust used to take years to build, and seconds to lose. But with AI, trust can now be verified in milliseconds.”
Think of it this way:
- A hotel in Colombo promises “5-star service.”
- But reviews on Google say, “Rude staff, dirty rooms.”
- Someone searches that hotel in an AI tool… boom 💥 — the AI summary will highlight the negative reviews first.
That’s how quickly reputation can collapse if brand and reality don’t match.
How AI Helps You Save Your Brand
The good news? AI is not your enemy. If you use it smartly, it can save your business before disaster strikes.
For example:
- A small clothing store in Kandy uses AI to track Facebook comments. They notice more people complaining about “late delivery.” Before it turns into a big problem, they fix their logistics.
- A restaurant in Jaffna checks AI-analyzed reviews. It shows customers love the food but find service slow. They train staff accordingly and get better reviews.
By listening early, they prevented a crisis.
What Sri Lankan Entrepreneurs Must Do
- Be Radically Authentic
Don’t claim what you can’t deliver. If you say “Fast delivery in 24 hours,” make sure your process really allows it. AI will catch inconsistencies. - Monitor Your AI Presence
Just like you Google your own business, now you need to “AI search” your business. Ask: “How does ChatGPT or Bard describe my company?”
That first AI answer is often your new first impression. - Fix the Basics First
No amount of marketing can hide poor products or bad service. Great brands are built on great experiences, not just clever ads. - Respond to Reviews
Whether it’s Ikman, Facebook, Google Maps, or TripAdvisor — say “thank you” for good reviews and politely address the bad ones. Silence = guilt in the AI world.
The Entrepreneur’s Takeaway
AI has made reputation transparent, instant, and permanent.
Every mistake, every complaint, every promise — it all lives online, waiting to be picked up by AI.
But if you embrace honesty, proactive responses, and strong fundamentals, AI will become your biggest trust-builder.
Like one branding strategist said:
👉 “Authenticity is no longer an option. It’s a necessity.”
So, fellow Sri Lankan entrepreneurs, let’s build brands not just with slogans, but with real actions that AI — and customers — can verify anytime.
