AI agents are emerging as a significant technology trend, with 39% of consumers either using or considering them. A YouGov survey for Telekom MMS revealed that 75% of IT decision-makers anticipate consumers escalating their use of AI for service issues, despite only a third currently employing AI agents for customer service. Companies are gradually exploring AI integration, with 37% planning to enhance products with AI services. However, 71% of consumers prefer free AI options. The survey indicates that 32% of organizations have not addressed AI in customer service, while 12% actively utilize agent-based solutions. Transparency and control are crucial; 45% of consumers emphasize understanding AI decisions, whereas legal certainty is paramount for 45% of IT leaders. Popular applications include translations (56%) and organization (44%), with time-saving cited as the top benefit. As companies seek to foster trust, they must clarify the value of AI services to encourage user acceptance.
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