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%
49% reported a positive experience with AI. Watching the Agent resolve a real customer query pushed that to 74%.
61%
61% of end users say AI got more capable at helping them with businesses this past year. The more people see it succeed, the more they trust it.
54%
Over half of end users trust AI with routine issues. The more businesses invest in earning that trust, the more complex the queries users hand over.