AI could increasingly take over decision‑making from humans

One in ten users already relies on artificial intelligence-based solutions to handle purchases, automatically fill shopping carts or carry out routine banking transactions. According to EY’s latest global survey of more than 18,000 respondents (Global AI Sentiment Survey), the majority of participants have used AI in the past six months, and 16% have already engaged systems that act on their behalf without human intervention.

Adoption driven by tangible benefits

Users are not turning to artificial intelligence because they want to give up control, but because it delivers real value. In EY’s global survey, more than half of respondents cite faster service and lower costs as the main advantages. Users are also becoming increasingly open to delegating choices to AI: 36% would trust it to automatically apply discounts, while 34% would rely on it to handle customer service interactions. The expansion of the technology is therefore primarily driven by its growing reliability and its clear ability to make everyday life easier.

From simple tasks to high-stakes decisions

More than a quarter of respondents already use AI, for example, to interpret symptoms—up from 19% a year earlier—and a similar proportion turn to it for health-related information without consulting a doctor. This shift highlights that artificial intelligence is no longer just a convenience tool, but is increasingly becoming a primary source of guidance even in situations with real-life consequences.

“People who actively use AI as a tool are less apprehensive about it, as they clearly see its value. Companies must also integrate it into their operations, because organizations that fail to provide a secure and well-regulated environment for its use will not only fall behind but also take on significant risks. Their employees will inevitably seek creative but invisible ways to make their work easier,” said Dr. George Tilesch, Chief AI Expert, EY AI Confidence.

Trust is becoming increasingly complex

While adoption is expanding rapidly and on solid foundations, trust remains fragile when it comes to AI’s societal impact. Around two-thirds of respondents are concerned about data security and cyberattacks, and a similar proportion consider human oversight essential. Nearly three-quarters fear it will become increasingly difficult to distinguish between real and AI-generated content. In addition, many question whether organizations developing AI will take responsibility and adhere to their own rules. Although these concerns are not slowing adoption, they significantly influence how far users are willing to delegate decision-making to technology.

“The spread of AI cannot be stopped, but its application must be consciously guided. Companies that can build trust among their employees and support effective and ethical use will gain a significant competitive advantage and may even achieve exponential growth—we are already seeing this among our clients,” said Erik Slooten, Partner at EY AI Confidence.

Trust must be designed, not just communicated

According to the research, the process of building trust is also evolving. It is no longer sufficient to define principles in policies alone. Transparency, clear frameworks, and the ability to review or override decisions have become critical. As AI takes on a larger role, trust will increasingly depend on how well users understand and can control how these systems operate.

Markets are progressing at different speeds

In so-called “Pioneer” markets (such as South Korea, India and China), 94% of respondents use artificial intelligence, and nearly one in four has already tried autonomous solutions. These markets may provide an early indication of global trends, pointing toward even broader adoption of AI worldwide.

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About the study

The EY AI Sentiment Index Study aims to better understand how people around the world use artificial intelligence and how they think about its future. To support this, EY Studio+ conducted a survey of 18,152 respondents across 23 markets (Australia, Brazil, Canada, China, Denmark, Finland, France, Germany, Hong Kong, India, Ireland, Italy, Japan, Saudi Arabia, Mexico, New Zealand, Norway, Singapore, South Korea, Sweden, the United Arab Emirates, the United Kingdom and the United States). To ensure the results are representative in each market, a stratified random sampling methodology was applied, with quotas based on age (18 and over), gender and location, using local census data. To ensure equal representation across markets, the results were statistically weighted.

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