Employees are increasingly embracing artificial intelligence agents at work while harboring significant concerns about the technology’s reliability and output quality, according to new research from Pegasystems Inc.
The survey of more than 2,100 working professionals in the U.S. and U.K. found that 57% are willing to use AI agents—software programs that can generate content, analyze data and automate tasks—in their daily work. In fact, 58% of respondents report already using such tools.
Early adopters cite several key benefits, with 41% appreciating the automation of tedious tasks. Another 36% value the reduced time spent searching for job-related information, while 34% highlight the technology’s ability to quickly summarize meetings.
However, the study reveals a complex relationship between workers and AI tools. Trust remains a significant hurdle, with 33% of respondents expressing concerns about the quality of AI-generated work. Another 32% point to AI’s lack of human intuition and emotional intelligence as a barrier to adoption, while 30% question the accuracy of AI-produced responses.
The emotional intelligence gap appears particularly pressing, with 47% of respondents citing it as a top concern. Additionally, 40% report feeling uncomfortable submitting AI-generated work, while 34% worry that AI-produced work falls short of their own standards.
Despite these reservations, the long-term outlook appears positive. Forty-six percent of workers believe AI will positively impact their jobs over the next five years, with only 13% anticipating negative effects.
Workers have clear ideas about what needs to improve. Forty-two percent want enhanced accuracy and reliability, 39% call for better training on using AI tools, and 33% seek increased transparency in AI decision-making processes.
“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,” said Don Schuerman, Chief Technology Officer at Pega. He emphasized that proper governance, transparency, and educational opportunities will be crucial for achieving widespread adoption.
The research suggests that while the foundation for workplace AI adoption exists, organizations face significant challenges in building trust and ensuring quality as they implement these technologies more broadly.
