Global companies set to invest heavily in agentic AI despite consumer trust concerns

Companies globally are poised to make significant investments in artificial intelligence (AI) agents, marking a transformative shift in the workplace landscape. This move is underpinned by Gartner’s prediction that agentic AI will become the most pivotal strategic technology by 2025 and beyond. According to Gartner, by the year 2028, at least 15% of regular workplace decisions will be autonomously handled by agentic AI systems, an increase from zero in 2024. This illustrates the rapidly changing dynamics and integration of technology into daily work processes.

The capabilities of agentic AI, described as goal-driven, promise the advent of more adaptable software systems capable of performing numerous tasks autonomously. These developments, while promising in terms of operational efficiency, face hurdles, particularly concerning consumer trust. This is highlighted by insights from Salesforce’s State of the AI Connected Customer survey, which canvassed 15,015 individuals across 18 countries. The survey reveals a pervasive scepticism among consumers regarding company integrity, compounded by advancements in AI.

The findings from Salesforce indicate that trust is at an all-time low. A significant 72% of consumers report diminished trust in companies compared to the previous year, and 60% assert that as AI advances, trust becomes increasingly crucial. Furthermore, over half of AI users express distrust in the data used to train these systems. This concern over data stewardship is echoed by 65% of consumers who feel that companies handle customer data recklessly.

In terms of consumer expectations, the survey illustrates a demand for seamless and consistent experiences. A notable 69% of consumers expect continuity across departmental interactions within companies, and more than one-third would abandon a brand over cumbersome processes like difficult returns. Additionally, more than half of consumers prioritise fast problem resolution over the method of communication with the company — underlining a preference for efficiency.

Consumer interaction with AI agents shows a complex picture. While 73% of consumers want transparency about whether they are communicating with AI agents, one-third express a preference for purchasing products digitally or through automated systems instead of interacting with a human. Interestingly, a notable 34% would opt to work with an AI agent to avoid repetitive explaining of issues, signalling an opportunity for AI to enhance user experience if implemented thoughtfully.

However, transparency emerges as a crucial factor for gaining consumer buy-in for AI agents. Almost half, 45% of consumers, indicate a greater willingness to use AI agents if there is a comprehensive path to escalate issues to human employees. Moreover, 44% would be more inclined to engage with AI if its operational logic is clearly explained.

This reluctance to openly adopt AI technologies extends to workplaces as well, with one in five workers identified as “underground” AI users — they frequently utilise AI tools but are hesitant to disclose such practices to colleagues.

Overall, the research underscores that while AI holds the potential to revolutionise business processes through improved speed, scale, and personalisation, the journey ahead necessitates building and maintaining consumer trust. For companies to successfully integrate agentic AI, they must prioritise transparency and establish reliable systems that safeguard consumer data and trust, paving the way for a seamless and efficient digital future.

Source: Noah Wire Services