TL;DR : Trust in automated systems is dynamic. It builds slowly through observed performance and breaks fast on a single visible failure. Jumping straight from "humans do everything" to "AI does everything" skips the rung where the system actually learns what it can't handle. Use four rungs: Manual → AI-assisted → Supervised autonomy → Fully autonomous, and only advance a step when you have data, not a hunch. In early 2024, Klarna announced it had replaced approximately 700 customer service agents with an AI assistant. The company promoted the move publicly, claiming the AI handled two-thirds of customer support chats and matched the productivity of its former human team. It looked like a clean automation win. A year later, CEO Sebastian Siemiatkowski walked it back.…