Amdocs Study Shows 77% Consumer Trust in AI Agents, 69% Report Brand Perception Lift
Amdocs’ global study surveyed 7,000 consumers and 130 telecom decision-makers in 14 countries, finding 77% trust AI agents and 69% say highly effective AI agents boost brand perception. CSPs expect most customer interactions to be AI-led within two years, driving demand for Amdocs’ aOS Cognitive Core with personality engineering.
1. Global Research Scope
Amdocs surveyed 7,000 consumers and 130 telecom decision-makers across 14 countries to evaluate AI agent personality design and its impact on brand identity as customer interface.
2. Key Consumer Trust Findings
The study reveals 77% of consumers have a baseline trust in AI agents, and 69% report that highly effective AI agents enhance their perception of service providers’ brands.
3. CSP Maturity and Consumer Concerns
While most stakeholders expect AI-led interactions to dominate within two years, 61% of consumers worry agreed resolutions won’t be implemented and 52% fear difficulty reaching a human agent.
4. Amdocs aOS Cognitive Core Integration
Amdocs embeds personality engineering and experience orchestration into its aOS Cognitive Core platform, empowering communications service providers to deploy tailored AI personas and drive next-generation personalization.