Workers Embrace Agentic AI Despite Trust Concerns, New Pega Research Reveals

A comprehensive study by Pegasystems reveals a fascinating paradox in the workplace: while 57% of workers are inclined to use AI agents at work and 58% are already using them, significant concerns about reliability and quality persist. This dichotomy between acceptance and distrust may be hindering wider adoption of agentic AI in enterprise environments.

The research, conducted in partnership with YouGov and surveying over 2,100 US and UK working adults, provides critical insights into the current state of agentic AI adoption and the barriers organizations must overcome to achieve successful implementation.

The Current State of Agentic AI Adoption

Early adopters of AI agents are already experiencing tangible benefits from the technology. The top advantages reported by users include:

Primary Benefits Realized:

• 41% - Automation of tedious tasks: The most significant value driver
• 36% - Reduced time searching for information: Streamlining knowledge access
• 34% - Quick meeting summarization: Enhancing productivity in communications

These findings demonstrate that agentic AI is delivering real value where it's being implemented, suggesting the technology has moved beyond experimental phases into practical workplace applications.

Trust and Quality Concerns Persist

Despite the positive adoption trends, workers maintain significant reservations about agentic AI capabilities. The research identified key barriers preventing fuller trust and utilization:

Top Concerns About AI Agents:

• 33% worry about work quality produced by AI
• 32% cite lack of human intuition and emotional intelligence
• 30% don't trust accuracy of AI-generated responses

When rating specific concerns, the numbers become even more pronounced:

• 47% believe AI lacks human intuition and emotional intelligence
• 40% are uncomfortable submitting AI-generated work
• 34% worry AI-produced work isn't as good as their own (tied with accuracy concerns)

Optimistic Long-Term Outlook

Despite current limitations, workers maintain a positive perspective on AI's future impact. The research found that 46% believe AI will positively impact their jobs over the next five years, with only 13% anticipating negative effects. This suggests that while immediate concerns exist, the workforce recognizes AI's transformative potential.

Roadmap for Improved Adoption

Workers provided clear guidance on what improvements would increase their comfort and adoption of agentic AI:

Priority Improvements Needed:

• 42% - Enhanced accuracy and reliability: The most critical requirement
• 39% - Better training on tool usage: Education and onboarding improvements
• 33% - Increased transparency in AI decision-making: Understanding how AI reaches conclusions

Strategic Implementation Insights

According to Pega CTO Don Schuerman, successful agentic AI adoption requires organizations to "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."

The research emphasizes that AI agents work best when orchestrated—designing, automating, and optimizing workflows alongside humans rather than replacing human judgment entirely. This holistic approach, combined with proper governance, transparency, and educational opportunities, is essential for maximizing productivity and achieving widespread adoption.

The Path Forward for Organizations

The study reveals that most workers are open to using agentic AI and believe in its potential to improve work experiences. However, achieving mass adoption requires organizations to address fundamental concerns through:

• Strategic workflow integration that enhances rather than replaces human capabilities
• Transparency initiatives that help workers understand AI decision-making processes
• Comprehensive training programs that build confidence and competence
• Quality assurance measures that demonstrate reliability and accuracy

This research provides enterprise leaders with a clear framework for implementing agentic AI successfully, emphasizing that technology deployment must be balanced with human-centered change management to realize maximum return on investment.

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