Gronier G., Zehnder E., Tep S.P., Gros L., Massa F.
Communications in Computer and Information Science, vol. 3052 CCIS, pp. 378-388, 2026
Intelligent agents are increasingly integrated into everyday digital environments, raising important questions regarding their acceptability and user experience. This paper presents the results of a qualitative study based on multiple focus groups involving both expert and lay users. The objective was to identify the key factors that shape perceptions, expectations, and concerns related to intelligent agents. The results reveal a complex and ambivalent perception. On the one hand, participants highlight positive aspects such as efficiency, support for task completion, creativity, and conversational interaction. On the other hand, significant concerns emerge, including lack of transparency, hallucinations, loss of control, privacy risks, and potential overreliance. The comparison between experts and lay users shows both shared concerns and differences in emphasis, with experts more focused on technical limitations and ethical implications, and users more on usability and immediate experience.
