A problem to solve, a reservation to make, or a subscription to cancel. Daily tasks that, when the only point of contact is an automated system, might lead to dead ends. 72 % of Italians believe that the increasing use of AI by corporations and institutions makes consumers more vulnerable, while only 9% feel more protected. This is one of the key conclusions of a new study conducted by Adoc (Association for Consumer Protection and Guidance) and EURES (Institute for Economic and Social Research). This survey is the first to provide a comprehensive account of the impact of AI and automated systems on the daily lives of consumers. It emphasizes the challenges they face in accessing services and exercising their rights, rather than solely their level of knowledge and use of new technologies. 73.3% of respondents stated that they were highly or reasonably aware of the opportunities and concerns associated with artificial intelligence. The rate is 84.5% among those under 35, but declines to 58% among those over 64. However, this perceived knowledge appears insufficient to protect customers from emerging forms of vulnerability. AI has already become a tangible component of consumer habits: 54% of the individuals interviewed reported that they employed Artificial Intelligence tools on multiple occasions when selecting a product or service. Only 16.8% claimed they had never done so. And this is precisely where the study's core finding emerges: familiarity with technology does not always imply control over it.