How end users feel about AI Agents
We surveyed 1,026 end users to find out how they feel about interacting with AI Agents, how capable they think they are, and how much they trust them. This research report unpacks our findings and shares advice to help CX leaders actively build their customers’ trust in AI.
What the research means for support teams
Three findings stand out for support teams: positive sentiment is climbing, people think AI is more capable than ever, and trust builds with proof.
74%
Forty-nine percent of people described having a positive experience with AI. That number jumped to 74% once we showed them the Agent resolving a real customer query.
61%
Sixty-one percent of end users say AI has become more capable in helping them in interactions with businesses over the past year. This suggests that people’s feelings towards the technology warm the more they see it performing successfully.
54%
More than half of end users are comfortable with AI handling routine issues. The more businesses invest in earning their trust, the more willing they become to hand AI more complex, nuanced queries.
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Join us as we unpack what more than 1,000 end users really think about AI Agents – their feelings about interacting with AI, how much they trust it, and what this means for how you deploy AI support.
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