Artificial intelligence (AI) agents are gaining traction in the workforce, with a third of consumers preferring faster service from AI-powered systems. According to Gartner, agentic AI is the most important strategic technology for 2025 and beyond, with predictions that at least 15% of day-to-day work decisions will be taken autonomously by 2028.

The Salesforce State of the AI Connected Customer survey reveals that consumer trust in companies is at a record low, making it crucial for brands to prioritize trust-building strategies when implementing AI agents. The research highlights the importance of transparency and escalation paths to human employees, as customers are willing to use AI agents if they know they are interacting with agents.

Source: https://www.zdnet.com/article/one-third-of-consumers-would-prefer-working-with-ai-agents-for-faster-and-smarter-service/