Consumers Are Ready for AI Agents. Are Businesses?

Consumer appetite for AI agents to help enhance their lives has silently surged according to recent Salesforce survey data that reveals customers aren’t just ready for agentic interactions — they’re actively expecting them.

This creates a rapidly-closing window where companies must either deploy intelligent automation to cement customer loyalty or watch as competitors seize their market share.

Many consumers still aren’t familiar with the full capabilities of AI agents — a type of artificial intelligence (AI) system that can understand and respond to customer inquiries without human intervention. However, the Salesforce surveys found interest is high in areas where consumers can clearly understand and measure the convenience it would bring to their lives, like finding a job, managing their health and wellness, and improving their shopping experiences.

Generation Z (people born between 1997 and 2012), in particular, is keen to unlock new efficiencies with agents. In fact, 70% say they would use agents as a personal assistant and 68% say they’d turn to an AI agent to find a job.

Why it matters: As consumers learn more about AI agents and the efficiencies they can unlock every day, their expectations of businesses are changing. Indeed, the benefits that agents offer, like personalized plans and recommendations, more informed decision-making, and faster 24-7 support, are creating a new standard of customer experience.

Companies that embrace AI to meet these evolving consumer expectations will gain a competitive advantage. Businesses failing to offer these agentic experiences risk damaging customer trust and loyalty — and could be left behind.

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 labor revolution.

Vala Afshar, Chief Digital Evangelist at Salesforce

Salesforce perspective: “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,” said Vala Afshar, Chief Digital Evangelist at Salesforce. “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 labor revolution.”

By the numbers:

Consumers are keen for AI agents to provide personal assistance and save time

Nearly half (44%) of U.S. consumers would use an AI agent as a personal assistant
- 70% of Gen Z are interested in agentic personal assistants.
39% of consumers are already comfortable with AI agents scheduling appointments for them.
34% of consumers would work with an AI agent instead of a person to avoid repeating themselves.

Consumers are eager for agents to enhance their shopping experiences

Nearly one-quarter (24%) of consumers are already comfortable with AI agents shopping for them.
- 32% of Gen Z consumers are also already comfortable with AI agents shopping for them.
Over one-third (36%) of consumers would rather purchase a product automatically or digitally (e.g., through AI agents) vs. with a person.
70% of consumers would use AI agents to optimize loyalty points, 67% for returns and exchanges, 66% for purchasing items when the price drops, and 64% for monitoring products for maintenance or replacement needs.

Consumers want AI agents to help them find jobs and build their careers

44% of Americans would use AI agents to find jobs that fit their skills and interests.
- 68% of Gen Z would turn to agents in their job search.
45% would use them to build resumes and cover letters.
- 65% of Gen Z would leverage agents for their job application.

Consumers want AI agents to help manage their health & wellness

43% are interested in using agents to create healthy meal plans and order groceries.
- 61% of Gen Z would use agents to guide their eating decisions.
43% say they’re willing to use agents to set and adjust fitness goals.
- 62% of Gen Z would turn to agents to help achieve their fitness goals.

Customer perspective:

Businesses like Secret Escapes and OpenTable are using agentic solutions like Agentforce, Salesforce’s digital labor platform, to meet consumers’ expectations and grow consumer demand for AI agents.
- Secret Escapes used agents to deliver more efficient customer support to unique and last-minute requests from its travelers. With self-service for special accommodations, verifying add-on fees, or sharing a restaurant address, travelers can get answers fast.