{"id":13397,"date":"2026-05-08T11:00:00","date_gmt":"2026-05-08T01:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=13397"},"modified":"2026-05-14T11:10:17","modified_gmt":"2026-05-14T01:10:17","slug":"three-quarters-of-anz-knowledge-workers-embrace-ai-agents-but-accountability-concerns-remain","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/three-quarters-of-anz-knowledge-workers-embrace-ai-agents-but-accountability-concerns-remain\/","title":{"rendered":"Three Quarters of ANZ Knowledge Workers Embrace AI Agents, But Accountability Concerns Remain"},"content":{"rendered":"\n

As AI agents move into day-to-day workflows across Australia and New Zealand, knowledge workers are raising concerns: who is responsible when AI carries out a task and something goes wrong?<\/p>\n\n\n\n

Insights from Salesforce research conducted with YouGov that surveyed 2,132 knowledge workers across Australia and New Zealand show 38 per cent of workers have a lack of accountability for AI mistakes as their top concern. This makes it the single most cited worry about using AI autonomously.<\/p>\n\n\n\n

But that hasn\u2019t stopped knowledge workers from making use of AI in their work days. As adoption accelerates, three in four (76 per cent) say they have already interacted with AI agents at work, and more than a third (37 per cent) are already delegating specific tasks for agents to handle independently. <\/p>\n\n\n\n

Much of the confidence to use these tools is being built outside the workplace, rather than through formal organisational support. More than seven in ten say personal use of AI has increased their confidence (74 per cent) and trust (71 per cent) at work.<\/p>\n\n\n\n

The challenge for organisations is not adoption, it is accountability.<\/p>\n\n\n\n

\u201c<\/em>We are moving past the novelty phase of AI into a period of high-volume output,\u201d said Justin Tauber, GM, Agentic Technology, Trust & Adoption, Salesforce.<\/strong> \u201cThe risk we face isn’t just about efficiency, it’s about delegation without direction. If we treat AI as a ‘set and forget’ tool, we risk creating a backlog of work that lacks human oversight. Accountability is the one thing AI cannot automate, and it\u2019s time we treat it as the most critical component of the agentic enterprise.”<\/p>\n\n\n\n

According to employees, what would help is clearer oversight. Nearly half (47 per cent) say greater transparency and control – such as knowing what actions the AI agent took and why – would help increase their confidence. A further 45 per cent say access to expert technical support would also help.<\/p>\n\n\n\n

The findings reveal a workforce ready to use AI agents, but waiting for organisations to define the rules of engagement. That uncertainty is reflected in the concerns workers continue to raise, led by data privacy (46 per cent) and trust and reliability of outputs (40 per cent). <\/p>\n\n\n\n

These concerns fall hardest on those without management responsibility, with 59 per cent of non-managers citing lack of accountability as a concern compared to 29 per cent of managers. Meanwhile, 60 per cent of non-managers raise trust and reliability as an issue versus 34 per cent of managers.<\/p>\n\n\n\n

“Scaling AI effectively depends on more than access to the right technology,” said Tauber. “The old mental model of the knowledge worker, who simply generates reports and emails, is dead. In the agentic enterprise, our human teams move from being double-checkers to standard-setters.\u201d <\/p>\n\n\n\n

\u201cWe are moving from a skills mindset – reflecting what we’re trained to do – to a responsibility mindset, to focus on what we ought to be doing. Our survey shows workers are ready to lead, but they need the rules of the arena.”<\/p>\n\n\n\n

The customer perspective:<\/strong><\/h2>\n\n\n\n

For hipages, an online marketplace connecting tradies with homeowners, rolling out AI agents<\/a> meant talking to their people first, finding out which tasks were repetitive and which ones needed a human. This ground-up approach to building trust and transparency is exactly what many ANZ knowledge workers say is missing in their own organisations.<\/p>\n\n\n\n

\u201cThe ideas don’t always need to come from the executives or the leadership. They should come from the ground where everyone knows the product, knows what they do day to day and understands how it could be better. We’re seeing our reps take on more high value tasks, where nuance is required and human touch is more important,” said Jeremy Burton, CTO, hipages Group<\/strong>.\u00a0<\/p>\n\n\n\n


Methodology:<\/strong><\/h2>\n\n\n\n

This study was conducted online in September 2025, gathering data from 1,515 Australians and 617 New Zealanders. All respondents work full-time in “knowledge work” roles (e.g., finance, marketing, IT, law, education, research, healthcare administration, consulting), up to middle management. <\/em><\/p>\n\n\n\n

Respondents were sourced from the YouGov panel and incentivised with redeemable points. YouGov may also use accredited partner panels to reach specific demographics. <\/em><\/p>\n\n\n\n

After interviewing, the data was weighted by age, gender, and region to align with the latest ABS and Stats NZ population estimates. <\/em><\/p>\n\n\n\n

Business sizes are defined as follows: Small (1-19 employees), Medium (20-249 employees), Large (250-499 employees), and Extra Large (500+ employees). <\/em><\/p>\n\n\n\n

This study adheres to ISO 20252:2019 standards, under which YouGov is accredited.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

As AI agents move into day-to-day workflows across Australia and New Zealand, knowledge workers are raising concerns: who is responsible when AI carries out a task and something goes wrong? Insights from Salesforce research conducted with YouGov that surveyed 2,132 knowledge workers across Australia and New Zealand show 38 per cent of workers have a […]<\/p>\n","protected":false},"author":602,"featured_media":13284,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1108],"sf_theme":[4207,1116],"sf_topic":[4027,4208,4255],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1515],"sf_collection":[],"sf_visibility":[1539],"coauthors":[3768],"class_list":["post-13397","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-press-releases","sf_theme-agentic-ai","sf_theme-future-of-work","sf_topic-agents","sf_topic-ai","sf_topic-future-of-work","sf_location-anz"],"yoast_head":"\nThree Quarters of ANZ Knowledge Workers Embrace AI Agents, But Accountability Concerns Remain - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/three-quarters-of-anz-knowledge-workers-embrace-ai-agents-but-accountability-concerns-remain\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Three Quarters of ANZ Knowledge Workers Embrace AI Agents, But Accountability Concerns Remain\" \/>\n<meta property=\"og:description\" content=\"As AI agents move into day-to-day workflows across Australia and New Zealand, knowledge workers are raising concerns: who is responsible when AI carries out a task and something goes wrong? 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