This is especially true in customer service. More than four out of five companies are convinced that their service quality has improved through the use of AI (84 percent). However, only one in four customers (23 percent) shares this assessment. In contrast, three out of five users report having felt "fobbed off" when dealing with automated systems (61 percent). The reality is quite different: Alarmed by their customer service fiasco, Trade Republic wants to improve its customer service: Over 1,000 employees will be available around the clock for inquiries via telephone and live chat.
This is the key finding of the new "GenAI Impact Report 2026," a study by the IT service provider Adessob>: Source
500 executives and more than 1,000 consumers in Germany were surveyed about their impressions in the chat bot performance. The study thus points to a fundamental structural problem surrounding AI.
As soon as companies make the step from experimentation to a structured initiative, the proportion without measurable benefit drops significantly.
Companies primarily evaluate the use of AI systems based on efficiency indicators such as shorter processing times, lower costs, or higher case volumes. Customers, on the other hand, measure quality differently, namely primarily by problem-solving, comprehensibility, and accessibility. Automation quickly becomes a contentious issue when it is perceived as a replacement for, rather than a support for, human interaction.
Furthermore, many companies have not yet embedded the technology deeply enough: According to the study, almost half of the respondents are still in the experimental stage (49 percent). Only 13 percent have so far fully integrated AI solutions into their core processes. Often, it remains at the individual application level, for example in customer service or internal knowledge work – with correspondingly limited impact on the customer experience.
AI has long since lost its status as a side project. Two-thirds of executives report using relevant applications daily. Strategically, however, the focus remains on optimization: Almost half of all companies primarily use AI to make existing processes more efficient.
Only about a third use the technology specifically to develop new business models or offerings. "We currently see a clear divide: Some are already integrating generative AI into their core processes and thereby transforming their business," says Benedikt Bonnmann, board member at Adesso. "Others are stuck at efficiency projects."
Public perception of AI is starkly different from the views of the Tech Crowd. Trade republic, IBM already paddled back and try to repair damage done by AI. Do YOU need AI? Most companies don't need AI.
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