{"id":145999,"date":"2025-07-24T13:04:50","date_gmt":"2025-07-24T12:04:50","guid":{"rendered":"https:\/\/www.intelligentcio.com\/eu\/?p=145999"},"modified":"2025-07-24T13:05:45","modified_gmt":"2025-07-24T12:05:45","slug":"global-survey-finds-consumers-embrace-personal-ai-assistants-but-demand-human-support-in-key-moments","status":"publish","type":"post","link":"https:\/\/www.intelligentcio.com\/eu\/2025\/07\/24\/global-survey-finds-consumers-embrace-personal-ai-assistants-but-demand-human-support-in-key-moments\/","title":{"rendered":"Global survey finds consumers embrace personal AI assistants, but demand human support in key moments"},"content":{"rendered":"\n

More than half of consumers worldwide are comfortable using AI assistants for daily tasks, but trust declines when decisions involve finances or emergencies.<\/em><\/p>\n\n\n\n

A new global survey conducted by YouGov and commissioned by Zendesk reveals that consumer trust in personal AI assistants is gaining significant momentum, with more than half (52%) of respondents feeling comfortable relying on them for everyday tasks.<\/p>\n\n\n\n

The results reflect a pivotal moment for AI: it\u2019s no longer just transforming businesses – it\u2019s entering the daily lives of consumers. From productivity to professional communication, people are beginning to embrace AI-powered support. However, the findings also underscore that trust has its limits.<\/p>\n\n\n\n

Personal AI assistants are welcome – but only to a point According to the study, the task that consumers are most comfortable entrusting to AI assistants is managing to-do lists and calendars: 64% indicate a willingness to let AI handle these interactions. However, this comfort often comes with conditions: many of these consumers would still want the ability to review or approve messages before they\u2019re sent. At the same time, 84% believe human interaction should always remain an option – highlighting the need for CX leaders to prioritise technology that fosters human connections.<\/p>\n\n\n\n

That\u2019s followed by professional communication tasks, such as scheduling meetings or managing emails, where 52% feel at ease.<\/p>\n\n\n\n

But comfort drops when AI ventures into high-stakes territory. Only 39% of global respondents are willing to trust AI assistants with financial planning decisions. If an AI assistant were to make a financial mistake – such as paying the same bill twice – 58% of respondents would revert to human assistance.<\/p>\n\n\n\n

However, if the mistake was an irrelevant recommendation, like suggesting a product the consumer just bought, 58% would continue to trust AI assistants.<\/p>\n\n\n\n

In the UK, consumers mirror global preferences but with greater caution. 55% say they are comfortable with AI managing their to-do lists and calendar and 35% trust AI assistants to handle professional communications. However, only 19% are willing to trust AI assistants with financial planning decisions – placing the UK, alongside Germany, among the least comfortable markets when it comes to AI making personal decisions.<\/p>\n\n\n\n

In stressful situations, consumers still prefer human interaction. Whether dealing with urgent issues or disrupted travel plans, 55% of global respondents say they would prefer to speak with a human rather than a bot. In the UK, that figure rises to 78%, highlighting a stronger preference for human support in moments of pressure.<\/p>\n\n\n\n

Still, there are signs of growing openness in the UK – 37% of respondents believe that a personal AI assistant could free up time for more meaningful activities by handling routine tasks.<\/p>\n\n\n\n

When it comes to interacting with brands and their customer service, 54% of respondents believe AI assistants will make support faster and more efficient. However, 63% agree that companies will need to redesign customer service to accommodate the use of personal AI assistants.<\/p>\n\n\n\n

This could mean allowing a personal AI assistant to communicate directly with a company\u2019s AI on the customer\u2019s behalf – one in three (33%) would be comfortable letting AI handle these interactions. At the same time, 84% believe human interaction should always remain an option – highlighting the need for CX leaders to prioritise technology that fosters human connections.<\/p>\n\n\n\n

\u201cConsumers are increasingly embracing personal AI assistants – not just as support tools, but as part of daily life,\u201d said John Kelleher, VP UKI and MEA at Zendesk.<\/p>\n\n\n\n

\u201cOur latest CX Trends report shows AI acceptance has jumped to 67%, and this new research reinforces what we\u2019re seeing globally: people expect AI to make support faster and more efficient.<\/p>\n\n\n\n

\u201cBut trust remains key to unlocking AI\u2019s full potential, and consumers expect companies to evolve. The message is clear: brands must rethink the entire service experience with AI as a collaborator, not just a feature.\u201d<\/p>\n\n\n\n

Trust hinges on security and transparency Trust in AI is conditional, and companies must meet high expectations for transparency and governance in how they deploy AI-powered tools. Respondents are particularly sceptical about sharing personal data – two-thirds (67%) would only do so if strong privacy protections are in place or would prefer not to share it at all.<\/p>\n\n\n\n

When asked what would increase their willingness to use personal AI assistants, consumers across all regions consistently highlighted three top priorities: data security and privacy (57%), transparency around how decisions are made (48%), and the availability of human oversight or support (46%).<\/p>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

More than half of consumers worldwide are comfortable using AI assistants for daily tasks, but trust declines when decisions involve finances or emergencies. A new global survey conducted by YouGov and commissioned by Zendesk reveals that consumer trust in personal AI assistants is gaining significant momentum, with more than half (52%) of respondents feeling comfortable […]<\/p>\n","protected":false},"author":58,"featured_media":146000,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[21064,14589,15430,10,6617,21754,93,23],"tags":[22556,22554,22565,22564,22561,22560,22562,22563,22557,22555,22559,22558],"class_list":["post-145999","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai","category-data","category-finance","category-germany","category-research","category-technology-ciso","category-top-stories","category-united-kingdom","tag-ai-and-human-interaction","tag-ai-assistants","tag-ai-governance","tag-ai-in-customer-service","tag-ai-in-daily-life","tag-ai-privacy-concerns","tag-consumer-trust-in-ai","tag-cx-trends","tag-data-transparency","tag-global-ai-trends","tag-uk-ai-adoption","tag-zendesk-survey"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/posts\/145999","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/users\/58"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/comments?post=145999"}],"version-history":[{"count":1,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/posts\/145999\/revisions"}],"predecessor-version":[{"id":146001,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/posts\/145999\/revisions\/146001"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/media\/146000"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/media?parent=145999"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/categories?post=145999"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/tags?post=145999"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}