New Delhi, Feb 22 (IANS) – A new report has revealed that 57 percent of Indian consumers prefer AI-enabled tools over human interaction, surpassing the global and APAC average. However, human interaction remains essential for decision-making, customer support, and returns. Brands in India are falling behind in leveraging generative AI, leading to concerns about ethical usage of personal data.
According to Adobe, 39 percent of Indian consumers want both options of AI and human interaction to be available, particularly when exploring new products and services. Anindita Veluri, Director Marketing, Adobe India, noted that advances in generative AI have transformed consumer expectations, with a demand for personalized experiences from brands.
Despite the strong preference for AI, only 15 percent of Indian brands are leveraging generative AI to enhance CX initiatives compared to 18 percent globally. Brands in Europe and the US are also twice as likely to have dedicated AI budgets and internal usage policies.
The report found that 41 percent of Indian brands view CX as a business priority, with 87 percent prioritizing CX enhancements over other business goals. Additionally, 53 percent of Indian brands are committed to improving their gen AI capabilities in the next 12 months, and 76 percent have or will pilot gen AI solutions to support experience delivery.
Ethical concerns around personal data usage were also highlighted in the report, with 60 percent of Indian consumers fearing decisions about their data being made without consent. Furthermore, 65 percent believe that brands will collect too much data, and 56 percent stated that brands won’t be able to build ethical AI tools to protect their data.
Overall, the report underscores the increasing preference for AI-enabled tools among Indian consumers, the lagging adoption of generative AI by Indian brands, and the ethical concerns surrounding the use of personal data in AI-driven experiences.
–IANS
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