A recent survey by NLX reveals that 70% of U.S. executives are in favor of using agentic AI for planning and booking travel, while only 14% feel comfortable with it managing air traffic control. The survey highlighted that nearly half of the respondents, 47%, are alright with AI making decisions for customers, though 40% say it depends on the task. However, many executives seem to underestimate AI’s current limitations, as some are open to using it for critical tasks like prescribing medicine. Robotic process automation and conversational experiences were noted as having the most potential to enhance customer satisfaction. Overall, the findings indicate a growing acceptance of AI in various business operations.
Survey Shows Growing Comfort with Agentic AI in Travel Planning, But Caution in Critical Areas
In a recent survey done by NLX, a leading AI platform, it was revealed that executive sentiment towards agentic AI is evolving. A significant 70% of those surveyed expressed approval for AI in planning and booking travel. However, comfort levels drop drastically when it comes to critical functions like air traffic control, where only 14% of executives felt at ease allowing AI to take charge. This survey aimed to understand how comfortable business leaders are with employing AI for decision-making and customer interactions.
According to the findings, nearly half of the executives, about 47%, are comfortable with agentic AI making decisions for their customers. Interestingly, 40% stated their comfort depends on the specific task at hand, while just 11% expressed skepticism about using AI in decision-making roles.
Despite the enthusiasm for AI applications, concerns remain about its capacity for accuracy and reliability. NLX co-founder Andrei Papancea cautioned against overestimating AI capabilities, particularly concerning sensitive areas like medical prescriptions or air traffic control. “The current error rates in AI could lead to serious consequences in these fields,” he stated.
When asked about tasks they would feel comfortable assigning to AI, executives showed a clear preference for certain areas. Travel planning, grading papers, and job applications topped the list. However, even in this list, 22% of executives are open to the idea of AI prescribing medication.
Looking at which forms of AI are perceived to hold the most promise for enhancing customer experiences, Robotic Process Automation (RPA) and conversational experiences stood out, with 37% and 35% of executives respectively believing in their potential. Autonomous backend systems followed closely behind with 28% of respondents endorsing their use.
The survey, conducted by QuestionPro in February 2025, included responses from executives across large U.S.-based companies, ensuring a diverse range of insights from director-level and senior executives.
As businesses weigh the place of agentic AI in their operations, understanding both its capabilities and limitations is essential. Platforms like NLX are paving the way for transforming the future of customer interactions with technology—offering a blend of conversational depth and practical applications that cater to real business needs.
For more insights on the intersection of AI and customer experiences, follow NLX on LinkedIn.
What are AI agents in customer service?
AI agents are software programs that can interact with customers, often through chat or voice, to help answer questions, solve problems, and process orders. They use artificial intelligence to understand and respond to customer inquiries quickly.
Why are many executives comfortable with AI acting for customers?
Many executives see AI as a way to improve customer service. AI can handle simple inquiries fast, freeing up human staff to deal with more complex issues. This can lead to happier customers and more efficient service.
What are the benefits of using AI agents in large companies?
AI agents can provide 24/7 support, reduce wait times for customers, and handle multiple queries at once. This can lead to cost savings and improved customer satisfaction.
Are there any risks with AI agents handling customer issues?
Yes, some risks include potential misunderstandings in communication or lack of human touch in complex situations. It’s important for companies to strike a balance and ensure there’s always a way for customers to reach a human if needed.
How do customers feel about AI agents?
Customer opinions vary. Some appreciate the speed and efficiency of AI, while others prefer talking to a human. Companies should gather feedback to understand their customers’ preferences and improve the experience.