Consumers Demand AI Agents While Businesses Lag Behind
Companies face a narrowing window to implement intelligent automation as consumer interest in AI agents grows, according to recent Salesforce survey data. The research indicates consumers are expecting agent-based interactions across multiple aspects of their lives, from shopping to healthcare.
The timing proves critical as tech industry analysts at Gartner forecast that by 2028, 33% of enterprise software applications will include agentic AI, up from less than 1% in 2024, enabling 15% of day-to-day work decisions to be made autonomously. Enterprise companies that delay implementation may find themselves struggling to meet baseline consumer expectations within the next few years.
Many consumers remain unfamiliar with the full capabilities of AI agent systems that can process customer requests without human intervention. However, interest is substantial in areas where consumers can measure convenience gains, such as employment searches, health management and retail experiences.
Generation Z displays particular enthusiasm for agent technology. Salesforce research shows that 70% would use agents as personal assistants and 68% would utilise them in job searches.
The research highlights a growing expectation gap between what consumers want and what businesses currently offer in terms of automated service.
Salesforce Agentforce deployment sees uptake from Gen Z consumers
As consumers discover more agent applications, their expectations of business interactions are shifting. Benefits including personalised recommendations, informed decision support and continuous availability are establishing new service benchmarks.
“Consumers are ready for AI agents to simplify their lives, and by delivering the benefits of this technology, businesses can strengthen customer service, satisfaction and loyalty,” explains Vala Afshar, Chief Digital Evangelist at Salesforce.
The metrics reveal substantial consumer interest in time-saving applications. Nearly half (44%) of US consumers say they would employ an AI agent as a personal assistant, with 70% of Gen Z expressing interest in this application.
Consumer comfort with agent technology is growing, with 39% comfortable with appointment scheduling via agents. A further 34% would prefer agent interactions to human ones to avoid repetitive information sharing.
OpenTable and Secret Escapes implement Agentforce platform to meet expectations
Retail represents a substantial opportunity for agent deployment. Nearly one-quarter (24%) of consumers express comfort with agent-assisted shopping, rising to 32% among Gen Z respondents.
- 70% - Proportion of Gen Z consumers who would use AI agents as personal assistants
- 36% - Share of consumers who prefer automated digital purchasing over human interaction
- 33% - Percentage of enterprise software applications that will include agentic AI by 2028, according to Gartner
Over one-third (36%) of consumers would rather purchase products automatically or digitally through agent systems than interact with humans. Additional applications include loyalty point optimisation (70%), managing returns (67%), automatic price-drop purchasing (66%) and product maintenance monitoring (64%).
Employment applications show substantial potential. The survey found 44% of Americans would use AI agents for job matching, with 68% of Gen Z expressing interest in this application. Resume and cover letter construction appeals to 45% of respondents, rising to 65% among Gen Z.
Health and wellness management represents another growth sector. The research shows 43% of consumers would use agents to create meal plans and order groceries, with Gen Z interest at 61%. Fitness goal management appeals to 43% of respondents, increasing to 62% among Gen Z.
Companies including Secret Escapes and OpenTable are implementing Salesforce’s Agentforce platform to address these emerging consumer expectations.
Secret Escapes has deployed agent technology to handle traveller requests, providing self-service for accommodation modifications, fee verification and location information.
“Businesses that embrace AI agents will meet these rising customer expectations and deliver unparalleled value, bolstering their bottom line and positioning themselves for success in this digital labour revolution,” Vala says.
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