Study: AI experience gap slows down ROI
A new study by Pendo and Appinio reveals a growing gap between users' expectations and their actual experiences with AI. 85 percent of consumers are enthusiastic about AI, but 75 percent find using it frustrating. 80 percent are calling for training on how to use AI tools effectively.
People are still optimistic about artificial intelligence, but frustrating experiences with its use are preventing the technology from reaching its full potential. This is shown in a new study by Pendo and the market research company Appinio. The results point to a growing gap in the AI experience - a discrepancy between expectations of AI solutions and the actual experience of using them. If the problem remains unresolved, there is a risk that this will also have an impact on productivity and return on investment.
Three quarters are sometimes frustrated by AI
The study shows that the vast majority (85%) describe AI as exciting and full of opportunities. Three quarters (75 percent) find it useful, but at the same time often frustrating. Among regular users, almost all (96%) spend time each week revising their queries to the tools in order to get better answers.
While 42 percent of users state that they continue to make entries until they receive the desired result, 48 percent switch to a search engine if they believe the AI fails. In this case, 18 percent give up completely. Although almost half (36%) of those surveyed stated that AI saves them more than one hour of time per week, this benefit is reduced by the time spent on repeated entries and inconsistent results.
Only 30 percent firmly trust AI results
A look at the trust that people place in the results of AI also reveals a mixed picture: 30 percent firmly trust that the results of AI are correct. Only 36% of respondents are confident that they themselves are able to get the best possible results from the tools. In addition, 80 percent say that companies should provide training or guidance on how to use AI effectively. This suggests that people would like more support in realizing the full value of AI.
The results show a clear discrepancy - with implications for companies implementing AI agents. AI is increasingly being integrated into workflows. Repetitive input, switching between tools or abandoning tasks leads to wasted investment and ultimately a large number of unmotivated users. Over time, this gap in the AI experience lowers productivity, trust and overall ROI.
"AI isn't falling short of expectations because the technology is bad," explains Todd Olson, CEO and co-founder of Pendo. "Many people simply don't yet know how to use AI agents effectively. It's the job of AI agent developers to study user behavior and understand where people struggle. Based on this, the user experience can be optimized so that users achieve better results."
The study emphasizes that companies need to understand how employees actually interact with AI solutions. Without this insight, managers risk lost productivity and growing frustration among users. Pendo helps companies close this user experience gap. The product platform, which includes the new Agent Analytics solution, helps companies measure the performance of their SaaS and agent-based software, understand where users encounter difficulties and problems, and take concrete action to improve the experience.
The results are based on a survey of 1,000 representative adults in Germany conducted by Appinio on behalf of Pendo in October 2025. The study examined the frequency of use, satisfaction, trust and emotional reactions to AI-supported tools.
