AI agents are emerging as a significant trend in technology, with 39% of consumers actively using or considering them. However, only 32% of companies have engaged with AI agents in customer service, highlighting an untapped potential. Key requirements for both consumers and businesses include transparency, control, and legal certainty. A YouGov survey commissioned by Telekom MMS indicates that while 75% of IT decision-makers anticipate increased customer reliance on AI, only 37% intend to integrate AI services into existing products. Consumers are hesitant to pay for AI services, with 71% preferring free options, prompting businesses to demonstrate clear value to foster acceptance and willingness to pay. The study reveals that preferences for AI applications vary, with consumers favoring translations (56%) and everyday organization (44%). To enhance trust and acceptance, organizations must prioritize visibility, control, and privacy in their AI strategies. For further insights, download the full study “Trust in AI Agents.”
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