Up to 63 per cent of Asian consumers believe that artificial intelligence or AI will improve the world and their lives in the future, helping them make smarter decision and their jobs more interesting, according to a research by Salesforce, a customers relation management firm.
The company’s survey titled “Artificial Intelligence in Asia: Trust, Understanding and the Opportunity to Re-Skill”, revealed a positive outlook on the impact of Artificial Intelligence (AI) across Asia.
The research was conducted by YouGov, commissioned by Salesforce and covers seven Asian markets: Singapore, Hong Kong, India, Thailand, Malaysia, Indonesia and Philippines with a sample size of 1,000 consumers in each market.
The survey measures Asian consumers' awareness, understanding and usage of AI products and services as well as examines their outlook of AI to understand how they feel about AI impacting their lives and the world at large. The survey also explores trust levels of consumers towards six real-world applications of AI, including smart chatbots, self-driving cars and robo-advisors.
The research shows that Asian consumers still lack an understanding of AI, and the data shows that this corresponds with a lower level of trust. Those who believe that AI can improve their lives and the world, are also the ones who reported a higher level of understanding of AI. Higher levels of understanding translated to higher levels of trust, which represents a strong opportunity for businesses to educate and inform their customers on the true value of AI.
Consumers in Asia still prefer human interaction, and exhibited low trust levels toward Chatbots, Robo-Advisors and Self-Driving Cars. They tend to have a higher acceptance of product or content recommendations through AI but ultimately still trust the opinions of friends and families. Voice assistants are the most popular choice of AI interaction among Asian consumers as more than half of the respondents would actively choose to interact with one.
“As we enter the Fourth Industrial Revolution, underpinned by an AI Revolution, the need to understand our customers is more pertinent than ever. We need to ensure Asia is future- ready,” Renzo Taal, Senior Vice President, Salesforce APAC.
“AI has the power to improve and transform the way societies live and work, and our interactions with one another. We are here to help companies and individuals get ready for the future - both the jobs of the future and the customers of the future. Our online learning platform, Trailhead, has transformed the lives and careers of 160,000 Trailblazers globally and will continue to help guide Asia businesses and consumers through this change and into the future,” Taal said.
Asian consumers across Hong Kong, India, Thailand, Indonesia and Philippines all prefer the human touch and trust a human to better understand the issue and will give them the answer they are looking for.