Salesforce: The Gen Z and Business AI Agent Dilemma

As consumers become more comfortable using AI to manage daily tasks, a clear divide is opening between demand and delivery.

New research from Salesforce reveals a rising interest in AI agents – automated systems that can operate without human oversight – especially among younger consumers.

Yet, many companies remain behind the curve in adopting this technology.

Gen Z leads the way in AI agent adoption

The Salesforce study highlights the generational divide in AI adoption, with Generation Z demonstrating the most enthusiasm for agent technology.

A striking 70% of Gen Z say they would use AI agents as personal assistants, while 68% are interested in using them for job searches.

These figures reflect a growing trend where younger consumers are actively integrating technology into their lives for convenience and efficiency.

In contrast, many consumers remain unfamiliar with the broader capabilities of agentic AI, a term used to describe systems that perform tasks and make decisions autonomously.

Even so, interest spikes in areas where the benefits are felt.

Employment searches, healthcare management and retail transactions are among the top areas where consumers see value in AI-driven services.

With industry experts forecasting a major uptick in enterprise adoption, the clock is ticking for businesses.

Gartner predicts that by 2028, one-third of enterprise software applications will include agentic AI, a steep increase from the current level of less than 1%. These systems will handle an estimated 15% of routine business decisions.

Companies failing to invest in this technology now risk falling behind consumer expectations in just a few years.

The expectation gap grows between consumers and businesses

The research underscores a widening expectation gap in customer service technology.

Consumers are increasingly willing to engage with AI agents, but many businesses are not yet prepared to meet this demand.

Vala Afshar, Chief Digital Evangelist at Salesforce, explains: “Consumers are ready for AI agents to simplify their lives, and by delivering the benefits of this technology, businesses can strengthen customer service, satisfaction and loyalty.”

As the applications for AI agents expand, consumers start to expect more from the companies they interact with.

Nearly half of US consumers (44%) say they would use an AI agent as a personal assistant.

Among Gen Z, that figure jumps to 70%.

Around 39% of people feel comfortable scheduling appointments through agents, while 34% would prefer using an agent over a human simply to avoid repeating information.

AI also plays a growing role in health and wellness.

According to the study, 43% of consumers would use agents to plan meals and order groceries. Among Gen Z, 61% support this.

Fitness tracking and goal setting also perform well, with 43% of overall respondents and 62% of Gen Z interested.

Employment is another key use case.

The research shows that 44% of Americans would use AI agents for job matching, rising to 68% among Gen Z. Writing CVs and cover letters using AI appeals to 45% of all participants and to 65% of the younger generation.

Tech platforms and businesses begin to respond

Some businesses are already adapting.

OpenTable and Secret Escapes have both rolled out Salesforce’s Agentforce platform to respond to these consumer expectations.

Secret Escapes, an online travel company, uses AI agents to handle customer requests, including itinerary changes, fee checks and information on travel locations.

These tools aim to offer faster and more convenient self-service options that match what today’s tech-savvy users expect.

“Businesses that embrace AI agents will meet these rising customer expectations and deliver unparalleled value, bolstering their bottom line and positioning themselves for success in this digital labour revolution,” says Vala.

Salesforce’s Agentforce platform is being deployed to help meet the demand for always-on, intelligent service.

From shopping to healthcare and job hunting, AI agents are changing how consumers expect to interact with technology.

While Gen Z leads the charge, the message is clear for all generations: smarter, faster, always-available support is becoming the norm.

The companies that understand this shift – and move quickly to adopt agentic AI – will be best placed to meet these growing expectations.

As adoption grows, so does the pressure on organisations to keep up or risk losing out in a market that increasingly favours technological convenience.

Explore the latest edition of AI Magazine and be part of the conversation at our global conference series, Tech & AI LIVE. 

Discover all our upcoming events and secure your tickets today. 

AI Magazine is a BizClik brand