A recent survey by NLX reveals that 70% of U.S. executives approve of agentic AI for tasks like travel planning, while only 14% are comfortable with it managing air traffic control. Nearly half (47%) feel at ease letting AI make decisions and complete tasks for customers. Executives expressed more comfort with AI handling practical tasks, but some demonstrated an alarming willingness to trust it with critical functions, like prescribing medication or controlling air traffic. NLX emphasizes the importance of understanding AI’s limitations, noting that while technology offers great potential, its current error rates raise concerns in high-stakes areas. Robotic process automation and conversational AI are seen as having the most promise for enhancing customer experiences.
70% of Executives Support Agentic AI for Travel, but Only 14% Trust It for Air Traffic Control
In a recent survey conducted by NLX, a leading AI platform, a significant 70% of U.S. executives indicated they approve of using agentic AI for planning and booking travel. However, when it comes to more critical tasks like air traffic control, only 14% felt comfortable letting AI take the lead. The study surveyed executives from large organizations, revealing varying levels of comfort with AI making important decisions on their behalf.
Many executives are still learning how to effectively incorporate agentic AI into their operations, especially given the rising excitement and skepticism surrounding the technology. Nearly half (47%) of those surveyed stated they are comfortable with AI making decisions to assist their customers. Conversely, 40% felt their comfort level depended on the specific task, while 11% outright rejected the notion of AI making decisions.
AI’s Impact on Decision-Making
“The results highlight a concerning divide in understanding AI’s current capabilities,” said Andrei Papancea, CEO and co-founder of NLX. While executives are keen on having AI manage travel and even grading assignments, about 22% are open to AI prescribing medication, and just 14% would trust it with air traffic control. This raises questions about the readiness to deploy AI in high-stakes environments.
A sizable portion of executives sees the potential for AI to enhance customer service significantly. Robotic Process Automation (RPA) and conversational AI are recognized for their potential, with 37% and 35% of executives respectively believing these forms of AI can improve customer engagement and satisfaction.
Understanding the Research
This survey was conducted in February 2025, targeting employees from U.S.-based companies with over 5,000 workers. Insights were gathered from 100 respondents, all of whom held director-level positions or higher.
About NLX
NLX specializes in enterprise AI solutions that enable organizations to create and manage chat, voice, and multimodal applications. By facilitating more natural interactions between technology and users, NLX empowers brands like Comcast, Red Bull, and United Airlines to evolve their customer experience. Discover more about NLX on their LinkedIn page.
FAQ about Executives’ Comfort with AI Agents
What does it mean for AI agents to act on behalf of customers?
AI agents are computer programs that can communicate and make decisions for customers. When executives are comfortable with this, it means they trust AI to handle tasks like answering questions or solving problems without needing direct customer input.
Why are many executives comfortable with AI agents?
Many executives see the benefits. AI can speed up services, reduce costs, and improve customer satisfaction. They believe that AI can handle routine tasks, which allows human employees to focus on more complex issues.
Are there any concerns about using AI agents?
Yes, some executives worry about data privacy, security, and the quality of service. They want to ensure that AI agents give accurate information and maintain the trust of their customers.
How can companies ensure AI agents operate effectively?
Companies can train AI systems with quality data and regularly update them. It’s also important to monitor their performance and get feedback from customers to improve the service over time.
Will AI take jobs away from human employees?
It’s possible, but it’s more about changing roles. While AI can take over some tasks, it also creates new job opportunities. Human workers can take on more valuable roles that require emotional intelligence and critical thinking.