Singapore – Consumers in Singapore are wary of the fast adoption of artificial intelligence (AI) by businesses, with 87% of local consumers saying they want to know whether they are communicating with an AI or human for customer service. This was according to the latest data from Salesforce.
According to the data, around 79% of the respondents are concerned about companies using AI unethically. However, it is also worth noting that around 66% of customers in Singapore say advances in AI make it more important that companies are trustworthy.
Meanwhile, 53% of customers in Singapore expect companies to understand their needs as they change. Furthermore, 85% of customers in Singapore expect faster service and 78% expect better personalisation as technology advances.
In addition, 78% of customers in Singapore expect consistent interactions across departments and 76% expect to interact with someone immediately when they contact a company.
Lastly, in terms of customer engagement, 85% of consumers in Singapore say the experience a company provides is just as important as its products and services. However, many companies fall short – 66% of customers in Singapore say most companies treat them as a number rather than a unique individual.
Moreover, 62% of consumers in Singapore switched brands at least once in the past year. With this, the quest for better deals is the leading reason for switching brands but the demand for product quality follows closely behind.
Sujith Abraham, senior vice president and general manager for Salesforce ASEAN, said, “Rising customer expectations means companies can’t afford to stand still when it comes to customer service. Technologies such as AI hold immense potential for businesses to keep up with changing needs and preferences. But this also raises pressing concerns around the ethics of AI.”
He added, “The trust imperative is now more important than ever. Companies that will succeed are those that demonstrate they are approaching the technology thoughtfully, grounded in transparency and security, in order to win the trust of their customers.”
