AI Agents Gain Traction but Face Trust Gap

Enterprises are rapidly deploying artificial intelligence agents, with 86% now having at least some implementation—but trust in these systems remains significantly lower, at just 34%, according to a new study by Forrester Consulting on behalf of Boomi.

The research highlights a disconnect between AI ambition and practical confidence. While organizations recognize the potential benefits of AI agents for tasks like customer service, data analysis, and process automation, concerns about reliability, accuracy, and security are hindering broader adoption.

“This trust gap represents a critical challenge for enterprises seeking to scale their AI initiatives,” said [expert name/title]. “Organizations need to focus on building governance frameworks and validation processes that ensure AI agents deliver consistent, reliable results before entrusting them with more complex or mission-critical functions.”

The study found that larger organizations (500+ employees) tend to have lower trust levels than smaller ones, suggesting that as AI becomes integrated into more core business processes, concerns about risk and accountability increase.

Key takeaways from the research:

• 86% of enterprises have deployed AI agents in some capacity
• Only 34% express high confidence in their accuracy and reliability
• Trust levels vary by industry and organizational size
• Concerns about data security and governance are major barriers to adoption
• Organizations that prioritize transparency and validation see higher trust rates

Boomi recommends a phased approach to AI implementation, starting with well-defined use cases where the benefits outweigh the risks and gradually expanding as trust is built through proven performance.