47% of Execs Support AI Agents Handling Customer Interactions
70% Approve of Agentic AI Planning and Booking Travel; 14% Are Comfortable with It Handling Air Traffic Control
NLX, the AI platform powering advanced conversational experiences for leading global brands, has released the results of a commissioned survey of U.S. executives from companies with 5,000 or more employees. Conducted by QuestionPro, an independent research firm, the survey focused on enterprise attitudes toward agentic AI and its role in customer interactions.
Executive Comfort with Agentic AI
Nearly half of executives (47%) expressed comfort with agentic AI making decisions and completing tasks for customers without restrictions. Another 40% stated their comfort level depended on the task, while just 11% reported discomfort with AI autonomy.
Comfort with AI in Specific Tasks
Survey respondents were asked about their willingness to let AI handle specific responsibilities. The results revealed:
- 70% of executives are comfortable with AI planning and booking travel.
- Grading papers and applying for jobs were also widely accepted tasks for AI agents.
- 22% of respondents are comfortable with AI prescribing medication.
- 14% are open to AI handling air traffic control.
“The fact that a significant number of executives are comfortable with AI prescribing medicine or controlling air traffic highlights a misunderstanding of the technology’s current capabilities,” said Andrei Papancea, Co-Founder and CEO of NLX. “Given today’s AI error rates, these applications could lead to severe consequences.”
AI’s Potential to Enhance Customer Experience
When asked which form of AI has the greatest potential to improve customer experience and satisfaction, executives responded:
- 37% – Robotic Process Automation (RPA)
- 35% – Conversational AI
- 28% – Autonomous Backend Systems
NLX emphasizes that AI, including agentic AI, is built on statistical models, which means errors are inevitable. While AI can enhance efficiency, it should not be deployed in structured business processes where even minor errors could have serious consequences.
Survey Methodology
The survey was conducted by QuestionPro in February 2025 among employees of U.S.-based companies with 5,000 or more employees. A total of 100 executives participated:
| Title | Number of Respondents |
|---|---|
| C-Level (CEO, CFO), Owner, Partner, President | 24 |
| Vice President (EVP, SVP, AVP, VP) | 22 |
| Director (Group Director, Sr. Director, Director) | 54 |
As AI adoption continues to accelerate, enterprise leaders must carefully evaluate where and how agentic AI can be responsibly integrated to enhance customer interactions while maintaining safety and reliability.