As artificial intelligence becomes a bigger part of daily life, a clear gap is emerging between consumer expectations especially among Gen Z and corporate readiness—especially in AI agents.
New data from Salesforce reveals growing demand for agentic AI—automated systems capable of performing tasks and making decisions independently. The shift is particularly pronounced among younger generations.
Gen Z Is Leading the AI Agent Charge
Salesforce’s latest research shows Generation Z is embracing AI agents more than any other age group.
- 70% of Gen Z respondents say they would use AI agents as personal assistants
- 68% are open to using them for job searches
These numbers show how younger consumers are integrating autonomous tech to increase efficiency and streamline everyday tasks.
While many consumers remain unfamiliar with the full scope of agentic AI, interest grows when practical value is evident. Key areas include:
- Job matching
- Healthcare management
- Retail interactions
As adoption rises, companies face mounting pressure. Gartner forecasts that 33% of enterprise software will include agentic AI by 2028, up from less than 1% today. These systems could soon manage 15% of routine business decisions.
The Expectation Gap Is Widening
The report highlights a growing disconnect: while consumers are ready to engage with AI agents, many companies are not yet equipped to meet that demand.
Salesforce Chief Digital Evangelist Vala Afshar explains:
“Consumers are ready for AI agents to simplify their lives. Businesses that deliver this will boost customer satisfaction, loyalty and service.”
Survey findings reveal:
- 44% of U.S. consumers would use an AI agent as a personal assistant
- 36% prefer automated digital purchases over human interaction
- 39% are comfortable scheduling appointments through agents
- 34% prefer AI to avoid repeating themselves to humans
AI Agents Expand Into Wellness and Careers
AI is playing a growing role in lifestyle and health management.
- 43% of all respondents would use agents for meal planning and grocery ordering (rising to 61% among Gen Z)
- 43% support fitness tracking and goal-setting via agents (62% for Gen Z)
Career support is also a key area:
- 44% of Americans would use AI for job matching (68% for Gen Z)
- 45% would use it to write CVs and cover letters (65% among Gen Z)
Some companies are already adapting to meet new consumer expectations. OpenTable and Secret Escapes are among early adopters of Salesforce’s Agentforce platform.
Secret Escapes uses AI agents to manage customer tasks such as itinerary changes, fee checks, and destination info—providing fast and convenient self-service.
According to Afshar:
“Businesses that embrace AI agents will meet rising expectations and position themselves for success in the digital labour revolution.”
From retail to healthcare, job hunting to dining, AI agents are redefining how consumers expect to interact with brands.
While Gen Z leads the shift, the trend is universal: smarter, faster, always-available service is the new standard. The companies that act now to integrate agentic AI will gain a vital edge in a market driven by convenience and speed.
