The Future of Client Trust in the Age of AI

Karbon surveyed 350 small business owners and leaders who personally manage the relationship with their external accounting firm or CPA, and asked them about their relationship with their accountants, AI, what they would pay more for, and the one thing they believe no technology will ever replace.

The answers reveal that: 

• Trust is the number one reason clients choose their accountant.

• Clients believe AI will not and can not replace their accountant.

• Clients want transparency over when and how AI is used.

• Some clients will pay more for an AI-enabled accounting firm and some won’t—it depends on their stage of growth.

• 81% of clients say their accountant is more valuable if they use AI to handle most of the routine work and then use the time saved to provide them with a monthly strategy call.

• And more.

Ask any accountant why they do what they do, and the answer always comes back to the client. These are the very people who all the work is for—the late nights, the long days, the tough conversations.

And these are the people whose voices this study amplifies.

Get the full report for exclusive data and insights on how your clients value and perceive you.