*The full survey report is available for download via the form below.

Artificial intelligence has become part of everyday life for Ukrainians. People use it for work, learning, and information search, while businesses apply it to enable faster customer interactions. At the same time, according to a Gradus survey conducted in March 2026 and presented at Forbes AI Day, despite its high popularity, most users are not willing to pay for such services and continue to prefer human interaction in sensitive matters.

Younger audiences use AI services more frequently

According to the survey, 85% of Ukrainians use artificial intelligence tools either regularly or occasionally. At the same time, the level of engagement varies significantly by age: among the youngest audience, this показатель reaches 60%, while in older age groups it is only 18%.

The most recognized and widely used services remain ChatGPT and Gemini, which significantly outperform competitors.

At the same time, the vast majority of users are not willing to pay for AI service subscriptions. 79% of respondents use free versions, while only 6% have paid tools. Another 8% have had experience with paid usage but discontinued it.

AI in brand interactions is viewed positively by half of Ukrainians

When it comes to interactions with chatbots and AI assistants used by businesses to communicate with customers, 72% of respondents have had such an experience. Half of them view this interaction positively. One-third do not approve of it, preferring communication with a human.

Here as well, there is a direct correlation with age — positive and neutral attitudes are more common among younger audiences. Overall, 67% of respondents оцінюють свій останній досвід взаємодії з AI у сервісному середовищі позитивно, while among the 25–34 age group, this figure reaches 85%.

AI is trusted with simple tasks

Artificial intelligence is considered most useful for simple and routine tasks: getting quick answers, tracking orders or service status, assistance with product selection, or resolving technical issues.

At the same time, in complex and sensitive situations, the level of trust is significantly lower. This includes financial operations, handling personal data, submitting complaints, or resolving non-standard issues.

“We observe a very simple logic: if something can be used for free, people will use it. That is why AI has become part of everyday life so quickly. At the same time, this does not yet translate into a willingness to pay. Interestingly, the gap between age groups is gradually narrowing. Younger users are more actively experimenting with new tools and teaching older family members how AI can be useful in everyday life. This is how the technology spreads faster. However, trust remains selective: people are happy to delegate simple tasks where speed matters, but when it comes to something more complex or sensitive, they still prefer to talk to a human,” comments Evgeniya Blyznyuk, sociologist, CEO & founder of Gradus.

The full survey report is available for download via the form below.

The survey was conducted by the research company Gradus using a self-administered questionnaire in the Gradus mobile application. Target audience: men and women aged 18–60 living in cities of Ukraine with a population of over 50,000, excluding temporarily occupied territories and active combat zones. Fieldwork period: March 23–24, 2026. Sample size: 1,000 respondents.