AI agents, programs that autonomously perform tasks, are a significant emerging technology, but their broad acceptance hinges on trust and a clear value proposition. A new study by the polling institute YouGov, commissioned by Telekom MMS, reveals a gap between consumer interest and current business implementation. While 39 percent of consumers use or consider using AI agents, only 12 percent of companies have deployed them.
The survey highlights differing priorities between users and businesses. For 45 percent of consumers, the transparency of AI decisions is crucial, and 37 percent want the ability to regain control at any time. Their main concerns are potential errors and the misuse of sensitive data. In contrast, IT decision makers in companies prioritize legal certainty as the top requirement.
Monetization also presents a challenge. While companies explore new business models, consumer willingness to pay remains low. A significant 71 percent of users state they would only use free services. “For companies, this means that they must very clearly highlight the added value of their AI-supported services,” explains Ralf Pechmann, CEO at Telekom MMS.
Currently, consumers primarily use AI agents for translations, daily organization, and customer service, with time savings being the most cited benefit. Pechmann concludes that for AI agents to succeed, companies must focus on transparency, user control, and data protection to build the necessary public trust for widespread adoption.