{"id":540273,"date":"2026-04-27T16:44:32","date_gmt":"2026-04-27T14:44:32","guid":{"rendered":"https:\/\/silicon-saxony.de\/adesso-genai-impact-report-2026-84-percent-of-companies-see-better-customer-service-through-genai-but-61-percent-of-consumers-often-feel-turned-off\/"},"modified":"2026-04-27T16:44:32","modified_gmt":"2026-04-27T14:44:32","slug":"adesso-genai-impact-report-2026-84-percent-of-companies-see-better-customer-service-through-genai-but-61-percent-of-consumers-often-feel-turned-off","status":"publish","type":"post","link":"https:\/\/silicon-saxony.de\/en\/adesso-genai-impact-report-2026-84-percent-of-companies-see-better-customer-service-through-genai-but-61-percent-of-consumers-often-feel-turned-off\/","title":{"rendered":"adesso: GenAI Impact Report 2026: 84 percent of companies see better customer service through GenAI – but 61 percent of consumers often feel turned off"},"content":{"rendered":"

<\/p>\n

However, two fundamental tensions are coming to light with their increasing use: on the one hand, there is a growing gap between what companies consider to be progress when using GenAI in customer contact and the experiences that customers actually have. On the other hand, despite high usage, GenAI remains limited to efficiency and optimization initiatives in many organizations instead of being consistently anchored in the core of value creation.<\/p>\n

This is evident from the current edition of adesso’s “GenAI Impact Report 2026”. For the new edition of the annual study, 500 managers in Germany and, for the first time, over 1,000 consumers were surveyed. The results make it clear: the introduction of GenAI is well advanced, but its impact in key areas still falls short of expectations.\n<\/p>\n

Progress on the inside, frustration on the outside
\n<\/h4>\n

This discrepancy is particularly evident in the use of GenAI in customer service. Although 84% of companies are convinced that they have improved their service quality through GenAI-based conversational AI solutions, only 23% of customers share this view. 61% even report that they have felt “turned away” at some point in their contact with automated systems.\n<\/p>\n

The figures reveal the central perception gap: companies primarily evaluate GenAI in terms of efficiency gains, while customers evaluate it in terms of service quality and problem solving. The use of GenAI in customer contact thus becomes a strategic design issue. The decisive factor is not the technology itself, but its implementation.\n<\/p>\n

One reason for this gap is the varying degree of maturity of companies in dealing with GenAI. 49% are still at the experimental stage, while only 13% have already fully integrated GenAI into their core processes. In many organizations, the technology therefore remains limited to individual use cases and efficiency initiatives – with a correspondingly limited impact on the customer experience.\n<\/p>\n

Transformation is becoming a management task
\n<\/h4>\n

In parallel, the role of technology is changing fundamentally. Today, GenAI is far more than just a tool for increasing efficiency. It is becoming the operational basis of knowledge work and business processes. Two thirds of managers already use such applications on a daily basis. However, their strategic use is often limited: Almost half of companies use GenAI primarily to optimize existing processes, while only a third use it specifically for new business models.\n<\/p>\n

“We are currently seeing a clear dichotomy: some are already integrating GenAI into their core processes and changing their business as a result. Others are sticking with efficiency projects,” says Benedikt Bonnmann, Member of the Executive Board of adesso SE. “The decisive difference lies not in the technology, but in the management. It is the task of management to consciously integrate GenAI into the core of value creation and to align the organization accordingly. Only then will real transformation occur. Everything else remains optimization.”\n<\/p>\n

<\/p>\n

Benedikt Bonnmann is a member of the Executive Board of adesso SE. (Source: adesso SE)
\n<\/i><\/p>\n

The fact that this transformation is primarily of an organizational nature is also reflected in the biggest hurdles. According to the study, companies cite security risks (42 percent), data protection and compliance requirements (39 percent) and the lack of employee qualifications (34 percent) as key challenges. Technological factors, on the other hand, play a much smaller role.\n<\/p>\n

The introduction of GenAI is therefore a comprehensive transformation task: in addition to new technologies, it requires clear governance, targeted training and an active cultural change.\n<\/p>\n

The future is decided between investment and impact
\n<\/h4>\n

The willingness to invest in GenAI is high: 80 percent of companies are planning to increase their expenditure. However, the decisive factor is not only whether investments are made, but also how quickly they result in measurable effects.<\/p>\n


Graphic: adesso SE<\/i><\/p>\n

The data shows: The economic benefits start much earlier than many expect – but not automatically. While around a third of companies with a low level of maturity still see no measurable contribution from GenAI, this proportion drops to seven percent for organizations with initial structured initiatives. The majority of companies that are already scaling GenAI even report noticeable to high contributions to value creation.\n<\/p>\n

“Our data shows a clear tipping point: as soon as companies take the step from experiment to structured initiative, the proportion without measurable benefits falls. The real hurdle is not the technology – but the decision to consistently drive GenAI forward,” says Benedikt Bonnmann.\n<\/p>\n

This highlights the central challenge: GenAI has arrived in companies, but is still too rarely anchored strategically. This is precisely where it will be decided whether the selective efficiency gains of today will result in sustainable competitive advantages.\n<\/p>\n

_ _ _ _ _ _
About the survey methodology<\/h3>\n

For the “GenAI Impact Report 2026”, the market research company HEUTE UND MORGEN was commissioned by IT service provider adesso in February 2026 to survey a total of 500 managers and over 1,000 consumers in Germany on the use, experience and strategic importance of GenAI<\/p>\n

<\/p>\n

This news was translated automatically.<\/i><\/p>\n<\/p>\n

_ _ _ _ _ _
Further links<\/h3>\n

\ud83d\udc49 The complete “GenAI Impact Report 2026” is available for download here<\/a><\/p>\n

\ud83d\udc49 To the original report<\/a><\/p>\n<\/p>\n<\/p>\n<\/p>\n<\/p>\n<\/p>\n<\/p>\n<\/p>\n<\/p>\n<\/p>\n<\/p><\/p>\n","protected":false},"excerpt":{"rendered":"

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