AI agents are becoming a growing technology trend, with 39 percent of consumers in Germany either already using them or considering their use, according to a recent survey conducted by YouGov on behalf of Telekom MMS. The study, titled “Trust in AI agents: What customers really want – and what companies should make of it,” found that while 75 percent of IT decision-makers expect increased customer use of AI agents for service issues, only about one-third of current users employ them specifically for customer service and contract management.
The research highlights that companies are still developing business models around AI agents. Thirty-seven percent plan to expand existing products with integrated AI services, and 24 percent are looking into subscription-based after-sales services supported by AI. However, consumer willingness to pay remains low; 71 percent would only use free offers.
“For companies, this means that they have to make the added value of their AI-supported services particularly clear in order to promote acceptance and willingness to pay,” explains Ralf Pechmann, Managing Director at Telekom MMS.
Company adoption of AI agents is still limited. According to the survey, 32 percent of IT decision-makers say their company has not yet addressed the topic in customer service, while only 12 percent report active use of agent-based solutions.
Transparency and control emerged as central requirements from the consumer perspective. Forty-five percent consider traceability of AI decisions crucial, and 37 percent want the ability to take over tasks themselves at any time. For companies, legal certainty is a top priority; 45 percent cite it as an important prerequisite for successful implementation. Consumers also express concerns about potential wrong decisions (45 percent) and disclosure of sensitive data (43 percent).
Current applications favored by consumers include translations (56 percent), everyday organization (44 percent), and customer service (32 percent). Saving time is cited as the most important advantage by 38 percent of users. More than half (54 percent) appreciate when AI agents seem human-like; only 16 percent find this unpleasant. Flexibility in interaction is also noted—43 percent have no preferred input method and wish to choose between text or voice depending on context.
“The study shows that we are in an early adaptation phase,” Pechmann summarizes. “To successfully deploy AI agents, organizations need to prioritize visibility, control, and privacy. This is the only way organizations can create the trust among the population that is necessary for broad acceptance.”
The study was based on two online surveys: one with 1,020 representative German consumers conducted between July 14 and 18, 2025, and another with 162 IT decision-makers from German companies between July 15 and 21, 2025.
Further information about Deutsche Telekom AG can be found on its official website: https://www.telekom.com/en/company/details/deutsche-telekom-at-a-glance-358086
