GenX, millennials more open to adopting AI: Salesforce report

AI option: Generation X and millennials are more receptive when it comes to opting agentic artificial intelligence (AI), a report has said.

Agentic AI refers to autonomous agents that can independently make decisions and perform tasks, apting and learning from ir experiences without direct human oversight.

It can be deployed in retail and e-commerce for personalised recommendations and inventory management, and in logistics for supply chain management. Agentic AI also has several use cases in healthcare, finance, telecom, IT, customer service, among ors.

Salesforce's State of AI Connected Customer research said millennials and Gen Xers in India are more willing than Gen Z and Baby Boomers to work with agents for faster, more proactive service.

" research shows Gen X (58 per cent) and millennials (57 per cent) are more willing than Gen Z (51 per cent) and Baby Boomers (42 per cent) to use AI agents to improve ir customer experience by creating more personalised, or useful content," it said.

Baby Boomers are people born between 1946 and 1964, Generation X from 1965 to 1980, Millennials from 1981 to 1996, and Generation Z from 1997 to 2012.

report furr said consumer trust has reached its lowest level in eight years, making it more essential than ever to build that trust, especially with vancements in AI.

More than half of respondents surveyed trust companies less than y did a year ago, and feel companies are reckless with customer data.

"As we enter a new era of intelligent customer engagement, brands that prioritize trust in ir AI strategies will be best positioned to deliver impactful, lasting connections," Arun Parameswaran, SVP & Managing Director, Sales and Distribution, Salesforce India, said.

Transparency is key to building consumer confidence in AI agent era, report said.

research is based on a survey of 15,015 consumers across India, Australia, Brazil, Cana, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Nerlands, Norway, Singapore, Spain, Sweden, UK, and US.