Indian customers are adopting artificial intelligence (AI) technology more and more as it continues to penetrate many facets of daily life. According to a recent Adobe study, Indian customers significantly prefer AI-enabled products and services over in-person interactions, indicating a shift in consumer behavior toward individualized and effective experiences.
Principal Results
Preference for AI Over Human Interaction:
More than half of Indian customers, or about 57%, say they would rather use AI-enabled tools or services than engage with people, which is higher than the average for the world and Asia-Pacific regions, which is 48% and 39%, respectively. This suggests that Indian customers are very amenable to AI-driven solutions.
Chatbots vs. Human involvement:
Although AI is becoming more and more common, there are still situations when human involvement is desirable, like decision-making, customer service, and refunds or cancellations. Approximately 39% of consumers prefer to have both alternatives, especially when investigating new goods and services. This underscores the need of providing a balance between AI-powered solutions and human interactions.
Brand Adoption of Generative AI:
Indian companies are lagging behind their worldwide counterparts in utilizing generative AI to improve customer experience (CX) efforts, even in spite of consumer demands. Out of all brands, just 15% of Indian brands use generative AI, whereas 18% do so worldwide. However, with 41% of Indian businesses emphasizing CX upgrades, there is a rising acknowledgment of CX as a commercial imperative.
Dedicated to Developing Gen AI skills:
In the upcoming year, fifty-three percent of Indian companies intend to improve their generative AI skills. Furthermore, 76 percent have either put into practice or want to trial next-generation AI solutions to enhance experience delivery, demonstrating a proactive stance towards implementing AI-driven tactics.
Data Privacy and Ethics worries:
Indian customers have worries over the ethical and responsible use of personal information in AI-powered technologies. About 60% of respondents worry that judgments about personal data may be made without their permission, 65% think businesses will gather too much information, and 56% are skeptical of brands’ capacity to create moral AI products.
The results of the Adobe study highlight a significant shift in Indian consumers’ preferences toward AI-enabled products. Although there is a discernible trend toward AI-powered tools for customization and efficiency, it is still crucial to strike a balance with human engagement. In an increasingly AI-driven market, Indian firms are advised to give priority to CX upgrades and address customer concerns about data protection and ethics in order to build trust and loyalty.
