Consumers are rapidly integrating artificial intelligence into everyday decision-making and increasingly allowing AI systems to act autonomously on their behalf, even as public discussions continue to emphasize trust and risk. According to the EY 2026 AI Sentiment Report, real-world behavior shows AI adoption advancing faster than confidence levels.
Quick Intel
The second annual EY AI Sentiment Report surveyed more than 18,000 people aged 18 and older across 23 markets to gauge perceptions and usage of AI over the last six months. The findings highlight that while adoption accelerates, confidence in governance, security, and control has not kept pace.
Raj Sharma, EY Global Managing Partner - Growth & Innovation, says: "The survey findings indicate that a growing minority is already delegating decisions to AI, while many more are relying on AI as an assistant within everyday life. For business leaders, this creates both opportunity and responsibility. As autonomous AI starts to scale, organizations must shape that scaling intentionally by accelerating where trust and value already exist, and moderating where clarity, safeguards, or comfort are still needed."
From Assistance to Delegation
AI adoption has grown through repeated low-stakes interactions that build familiarity rather than through rising trust alone. Tasks like navigation, customer service chats, travel planning, and personalized recommendations have become routine. This comfort is now paving the way for greater delegation.
Even among non-users of autonomous AI, openness exists for automated actions such as applying discounts at checkout (36%), resolving customer service issues (34%), managing home security (30%), or scheduling appointments (21%).
Adoption Outpaces Confidence
Despite growing usage, concerns about security, accountability, and authenticity persist. Two-thirds (66%) worry about AI systems being hacked or breached, while 66% emphasize the need for continued human oversight. Nearly three-quarters (73%) fear they will no longer be able to distinguish real content from AI-generated material.
Joe Depa, EY Global Chief Innovation Officer, says: "Trust will define the long-term winners in the AI economy but today, adoption is moving faster than confidence. Organizations must earn trust through positive everyday experiences supported by reliable data, clear guardrails and accountability to close the gap between behavior and sentiment."
Pioneer Markets Lead the Way
Adoption varies significantly across regions. Eight “Pioneer” markets — India, the Chinese mainland, Brazil, Mexico, Saudi Arabia, the UAE, Hong Kong SAR, and South Korea — demonstrate broader, more frequent, and deeply embedded AI use. In these markets, 94% of people report using AI, with nearly one in four (24%) having already engaged with autonomous AI.
Other markets fall into “Transitional” or “Lagging” categories, showing slower overall adoption and lower rates of agentic AI use compared to the Pioneer group.
About EY
EY is building a better working world by creating new value for clients, people, society and the planet while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories. All in to shape the future with confidence. EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. Information about how EY collects and uses personal data and a description of the rights individuals have under data protection legislation are available via ey.com/privacy. EY member firms do not practice law where prohibited by local laws.
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