Workers cautious about AI despite increased utilisation

A recent study by Pegasystems highlights that while workers are increasingly open to using agentic AI, concerns about its reliability and quality remain significant.

The survey, conducted among 2,100 workers in the United States and the United Kingdom, found that 58% of participants are already utilising AI agents.

These respondents noted several benefits, such as automating mundane tasks (41%), decreasing the time spent searching for work-related information (36%), and efficiently summarising meetings (34%).

Despite these advantages, apprehensions about the quality of work produced by AI were noted by 33% of respondents. Another 32% expressed concerns about the lack of human intuition and emotional intelligence in AI, while 30% did not trust the accuracy of AI-generated responses. This scepticism presents a potential barrier to the broader adoption of agentic AI in workplaces.

Additional findings from the research demonstrate that emotional intelligence, quality, and trust are persistent concerns. Specifically, 47% of those surveyed believe AI lacks human intuition and emotional skills, 40% are hesitant to submit work generated by AI, and 34% worry about the quality and reliability of AI-produced work.

There remains some optimism about the future role of agentic AI with 46% of respondents expressing a belief that AI will have a positive impact on their jobs over the next five years. Thirteen per cent anticipated adverse effects, while the remaining participants were either neutral or uncertain about AI's future impact.

Respondents also identified potential areas for improving agentic AI tools. Enhanced accuracy and reliability topped these priorities, identified by 42% of participants.

This was followed by calls for better training on using AI tools (39%) and increased transparency in AI decision-making processes (33%).

Don Schuerman, Chief Technology Officer at Pegasystems, commented on the results, "Both organizational leaders and their employees recognize the significant benefits of agentic AI. However, this new research underscores that many still have reservations, and it's up to enterprise leaders to strategically and thoughtfully incorporate the technology to help ensure adoption."

Schuerman further noted, "Organizations must meet employees where they are by integrating AI agents with actual workflows so they're not just doing any work, but doing the right work."

"This, combined with proper governance, transparency, and educational opportunities, will be vital for maximizing productivity, increasing comfort with the technology, and ultimately achieving widespread adoption for a true return on investment."

As businesses increasingly turn to agentic AI to enhance operations and productivity, addressing these concerns and integrating AI effectively into workflows could play a crucial role in encouraging its adoption.