Campaign India Team
Feb 22, 2024

57% Indian consumers would choose an AI-enabled tool or service over human interaction: Adobe

However, the digital customer experience report underscores the prevailing importance of human interaction over various facets such as decision-making, customer support, and handling returns or cancellations

57% Indian consumers would choose an AI-enabled tool or service over human interaction: Adobe

Indian consumers are emerging as global frontrunners in embracing AI-driven interactions, even as Indian brands are trailing the world in harnessing the latest AI innovations, an Adobe study on the rapidly evolving landscape of consumer preferences details. 

According to Adobe’s 'state of digital customer experience' report in partnership with Oxford Economics, 57% of Indian consumers, would choose an AI-enabled tool or service over human interaction, far more than the global and APAC average of 39% and 48% respectively.
However, human interaction remains a top choice when considering aspects of decision-making, customer support, and returns or cancellations. 39% users want both options to be available, particularly when exploring new products and services. 
Despite these preferences, and Indian consumers anticipating customer experience (CX) benefits from generative AI, Indian brands are falling behind global peers, says the report.
Only 15% are leveraging generative AI to enhance CX initiatives compared to 18% globally. Brands in Europe and the US are also twice as likely to already have dedicated AI budgets and internal usage policies.
Nevertheless, 41% of Indian brands are seeing CX as a business priority today and 87% of Indian brands are prioritising CX enhancements over other business goals, as per the study. That puts it at the top of the strategic agenda, equal to integrating the CX technology stack while accelerating the adoption and integration of generative AI.
Moreover, in the next 12 months, 53% of Indian brands are committed to improving their generative AI capabilities whereas 76% of brands already have or will pilot generative AI solutions to support experience delivery, says the report.
Indian brands are world leaders in adopting customer data management (89%), and almost all have the data to balance personalisation and privacy (95%), estimates the report.
Even as Indian brands lead the world in customer data capabilities, they are currently lagging in the adoption of technologies and tools that support personalisation, the report noted.
According to the study, both consumers and brands agree that data privacy and security concerns constrain personalisation. Brands say consumer reluctance to share data is a top barrier, but they underestimate the impact of data missteps.
59% of Indian consumers will stop or consider not buying from a brand that isn’t transparent about personal data use. 
Indian consumers are most concerned about responsible and ethical usage of their personal data. 60% of them think that decision would be made about their data without consent, 65% believe that brands will collect too much data and 56% say that brands won’t be able to build ethical AI tools. 
68% of respondents expect to be informed when content is AI-generated, whereas 64% would be more diligent about fact-checking content due to generative AI. Consumer concern for responsible and ethical usage
Anindita Veluri, director marketing, Adobe India, said, “Advances in generative AI have been already transformational for consumers, and they now expect brands too to also adopt the technology for better and personalised experiences. Our latest research shows that Indian brands are embracing the shift to GenAI and devising avenues for its responsible usage to enhance personalisation at scale, and digital customer journeys."
Campaign India

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