A recent survey by Workato and Harvard Business Review finds that most business leaders remain skeptical of the trustworthiness of AI agents in core business functions. Of over 600 tech leaders surveyed, only 6% expressed full confidence in AI agents managing essential processes, while 86% indicated plans to invest more in AI technology over the next two years. Workato’s Chief Information Officer, Carter Busse, noted that while AI agents are being used for routine tasks, their ability to handle complex, multi-step processes is still developing, with widespread adoption potentially taking two to three years. Key challenges include cybersecurity concerns, data quality issues, and the readiness of business processes for automation.
A recent study published in the journal Science reveals that chatbots can significantly influence users’ beliefs and opinions, often more than individuals might expect. The research involved nearly 77,000 adults in the UK interacting with various chatbots, including those developed by OpenAI and Meta, to assess changes in political views. The findings indicate that rather than the size of the model or its ability to personalize responses, the key factors in persuasion were the chatbots’ post-training modifications and the density of information provided. Researchers noted that while these AI systems hold the potential to persuade, they also raise concerns about the accuracy of information, as increased persuasiveness can lead to a higher likelihood of presenting misinformation.
A recent experiment by SAP revealed a significant bias against artificial intelligence in consulting. When consultants were presented with work completed by an AI co-pilot, they rated it much lower compared to when they believed it was produced by junior interns, despite both outputs being of high accuracy—approximately 95%. This experiment highlights the need for careful communication about AI’s role in consulting, as seasoned professionals may resist its integration due to their extensive experience and institutional knowledge. Guillermo B. Vazquez Mendez, chief architect at SAP America Inc., emphasized that AI tools enhance consultants’ effectiveness by removing routine tasks, allowing them to focus on delivering high-quality insights and better serving clients.
A recent study conducted by Google Workspace reveals that 92% of young leaders desire personalized AI tools to enhance their productivity. This survey, carried out by The Harris Poll and involving over 1,000 U.S.-based knowledge workers aged 22 to 39, indicates that leaders are increasingly looking for AI that can adapt to their specific preferences and contexts. According to the findings, 90% of respondents would be more inclined to use AI at work if the responses were tailored to their individual needs, leading to improved efficiency and productivity. Yulie Kwon Kim, Vice President of Product at Google Workspace, stated, “The era of one-size-fits-all AI is over,” emphasizing that the next generation of leaders expects AI to be more than just a tool; they want it to be a personalized collaborator that aids in professional development and decision-making.
Why do we care?
Everyone’s buying AI, but almost no one actually trusts it. Leaders want agents to run parts of the business, but the moment you ask them to hand over a real process, suddenly it’s “not yet.” And honestly, they’re right — the processes aren’t ready, the data isn’t ready, and the people definitely aren’t ready.
Meanwhile, we now know AI can persuade people in ways they don’t expect, and that’s a governance nightmare if you don’t manage it. Add in the SAP finding that consultants rated the exact same output lower when they thought it came from an AI, and it’s obvious the technology isn’t the blocker — psychology is.
And here’s the twist: younger leaders want AI that’s personalized to how they work. They don’t want a one-size-fits-all chatbot; they want something that adapts to them. That’s a huge shift away from the standardized deployments MSPs are used to rolling out.
AI adoption is not a technical project — it’s a cultural one. MSPs who focus on tools will get sidelined. MSPs who focus on trust, governance, and process design will own the next phase of this market. This is the moment to step up as the guide through the human side of AI, not just the installer of it.