Trust and transparency crucial for AI agent adoption
Trust is the key factor for acceptance of AI agents according to a Telekom MMS study
AI agents are emerging as the next major technology trend, with 39% of consumers already using them or considering adoption. However, companies must prioritize transparency, control, and legal certainty to build trust, according to a recent study by Telekom MMS.
Key Findings
- 75% of IT decision-makers expect customers to increasingly rely on AI agents for service issues.
- Only 12% of companies currently use active AI agent solutions in customer service.
- 71% of consumers would only use free AI services, highlighting the need for clear added value.
Consumer Concerns
- 45% worry about AI making wrong decisions.
- 43% fear sensitive data disclosure.
- 45% demand traceability of AI decisions.
Top Use Cases
- Translations (56%)
- Everyday organization (44%)
- Customer service (32%)
Business Priorities
- 37% of companies plan to expand products with AI integration.
- 24% explore AI-supported subscription services.
- 45% cite legal certainty as the top requirement for deployment.
"Organizations need to prioritize visibility, control, and privacy to build necessary trust," emphasizes Ralf Pechmann, Managing Director at Telekom MMS.
Methodology
- Surveyed 1,020 German consumers and 162 IT decision-makers in July 2025.
- Full study available for download.
About Telekom MMS
- 2,150 employees across 10 locations
- €233 million revenue in 2024
- Specializes in digital transformation solutions
Learn more: www.telekom-mms.com
About Deutsche Telekom: Company profile
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Alex Thompson
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Senior technology editor specializing in AI and machine learning content creation for 8 years. Former technical editor at AI Magazine, now provides technical documentation and content strategy services for multiple AI companies. Excels at transforming complex AI technical concepts into accessible content.