Adobe: Majority of Indian Consumers Favor AI Tools Over Humans, Yet Local Brands Fall Behind

Indian Consumers Embrace AI-Driven Interactions, While Brands Strive to Catch Up: Report

Indian consumers have truly embraced the power of AI-driven interactions, with more than half preferring AI-enabled tools or services over human interaction, according to a recent report by Adobe. This trend is not only shaping the way consumers engage with brands but also highlighting the need for Indian brands to catch up with the latest AI innovations.

The ‘State of Digital Customer Experience’ report sheds light on the fact that Indian consumers are leading the global pack when it comes to embracing AI-driven interactions. With 57% of Indian consumers preferring AI-enabled tools, compared to the global average of 39%, it is clear that AI is becoming an integral part of the customer experience landscape in India.

Despite this preference for AI-driven interactions, human interaction still plays a crucial role in decision-making, customer support, and returns or cancellations. This indicates that while consumers appreciate the efficiency and convenience of AI, they still value the personal touch that human interaction provides, especially when exploring new products and services.

On the flip side, Indian brands seem to be lagging behind their global counterparts when it comes to leveraging generative AI to enhance customer experience initiatives. Only 15% of Indian brands are currently using generative AI, compared to 18% globally. This highlights the need for Indian brands to invest in AI technologies to stay competitive in the ever-evolving digital landscape.

However, there is a silver lining as the report suggests that Indian brands are starting to recognize the importance of customer experience, with 41% prioritizing it as a business imperative. Additionally, 87% of Indian brands are focusing on enhancing customer experience over other business goals, indicating a shift towards customer-centric strategies.

Looking ahead, the report reveals that a significant number of Indian brands are committed to improving their generative AI capabilities in the next 12 months. This shows a willingness to embrace AI technologies to deliver better and more personalized experiences to consumers.

Despite leading in customer data management, Indian brands are currently trailing in the adoption of technologies supporting personalization. Data privacy and security concerns are cited as barriers to personalization, with consumers hesitant to share their data with brands. This highlights the importance of transparency and ethical usage of personal data in the age of AI-driven interactions.

In conclusion, Indian consumers have set the bar high when it comes to embracing AI-driven interactions, and it is now up to Indian brands to catch up with the latest AI innovations to meet consumer expectations. By investing in generative AI capabilities and prioritizing customer experience, Indian brands can stay ahead of the curve and deliver personalized experiences that resonate with consumers.

LEAVE A REPLY

Please enter your comment!
Please enter your name here