Further Indians Now Choose AI-Powered Devices Over Human Communication

Indians seem to be highly open to the expanding use of AI in the market, at least when it comes to exploiting it for their own purposes. About 57% of Indian customers said in a recent Adobe survey that they would prefer artificial intelligence (AI)-enabled products or services to face-to-face communication. The number is much higher than the 39 percent worldwide average and the 48 percent APAC average, which were revealed in a recent research on Thursday.

Nevertheless, in many areas, human involvement continues to be preferred over chatbots when it comes to decision-making, customer service, and refunds or cancellations. Approximately 39% prefer having both alternatives accessible, especially when looking into new goods and services.

Anindita Veluri, Director of Marketing at Adobe India, said that “consumers now expect brands to also adopt the technology for better and personalised experiences.” “Advances in generative AI have already been transformational for consumers.”

The research revealed that Indian firms are lagging behind their international counterparts, even though Indian customers have similar preferences and expect Customer Experience (CX) advantages from generative AI. Out of all companies, just 15% are using generative AI to improve CX efforts, whereas 18% do so worldwide. Additionally, brands in the US and Europe are twice as likely to already have internal use guidelines and budgets specifically allocated to AI.

Nonetheless, 87 percent of Indian firms prioritize CX upgrades above other business objectives, with 41 percent of them perceiving CX as a business priority today.

Furthermore, the survey said that 76% of Indian businesses now have or plan to trial gen AI solutions to enhance experience delivery, while 53% of organizations are dedicated to enhancing their gen AI capabilities over the next 12 months.

The research also said that the proper and ethical use of personal data is the primary concern of Indian customers. About 60% of respondents fear judgments about personal data will be made without their agreement, 65% think businesses would gather too much data, and 56% said they won’t be able to develop AI technologies that are ethical.