TLDR: A recent study by Telekom MMS, conducted by YouGov, reveals that while 39% of consumers are actively using or considering AI agents, and 75% of IT decision-makers expect increased customer use, there’s a significant gap in adoption for customer service. Key findings highlight the importance of transparency, control, and legal certainty for trust, and the need for businesses to clearly demonstrate added value to overcome consumer reluctance to pay for AI services.
A comprehensive study commissioned by Telekom MMS and conducted by the opinion research institute YouGov sheds light on the evolving landscape of artificial intelligence (AI) agents, revealing crucial insights into consumer trust and business preparedness. Released on September 10, 2025, the study, titled “Trust in AI agents: What customers really want – and what companies should make of it,” indicates that while AI agents are poised to be the next major technology trend, their full potential remains largely untapped.
The survey highlights a growing interest in AI agents among consumers, with 39% already actively using them or considering their use. Concurrently, a significant 75% of IT decision-makers anticipate a future increase in customer interactions with AI agents for various service issues. However, a notable disparity exists in current application: only about a third of consumers who engage with AI agents specifically utilize them for customer service and contract management.
Consumers demonstrate clear preferences for AI agent applications, primarily using them for translations (56%), everyday organization (44%), and customer service (32%). The most significant advantage cited by over a third of users (38%) is time-saving. Interestingly, 54% of users find it pleasant when AI agents exhibit human-like qualities, while only 16% find this unpleasant.
Trust remains a critical factor. For 45% of consumers, the traceability of AI decisions is paramount. Additionally, 37% desire the option to manually take over tasks from AI agents at any point. Concerns among consumers largely revolve around potential wrong decisions (45%) and the disclosure of sensitive data (43%).
From a corporate perspective, the study reveals that new business models centered around AI agents are still in their nascent stages. Approximately 37% of companies plan to integrate AI services into existing products, and 24% are exploring AI-supported after-sales services as a subscription model. However, consumer willingness to pay for these services is low, with 71% preferring free offerings.
Ralf Pechmann, Managing Director at Telekom MMS, emphasized this challenge: “For companies, this means that they have to make the added value of their AI-supported services particularly clear in order to promote acceptance and willingness to pay.” The survey also indicates that 32% of IT decision-makers admit their companies have not yet begun to address AI agents.
Also Read:
- Deutsche Telekom Collaborates with n8n to Advance Agentic AI for Small and Medium-sized Businesses
- Google Cloud Study Reveals Over Half of Global Enterprises Deploying AI Agents, Driving Business Growth
The study involved two online surveys conducted by YouGov for Telekom MMS. Between July 14 and 18, 2025, 1,020 German consumers were surveyed representatively. Additionally, 162 IT decision-makers from German companies participated in an online survey between July 15 and 21, 2025.
