Zoom has unveiled a new office space in Singapore, designed to support hybrid work and showcase its platform, alongside releasing research on ‘AI natives’ in the Asia Pacific (APAC) region. Conducted by Kantar, the study identifies AI natives as individuals aged 18 to 24 who have grown up with AI and are now active users. This demographic is set to dominate the workforce and consumer market, presenting new challenges and opportunities for businesses.
The research reveals that 92% of AI natives in Singapore prefer the option to escalate customer service interactions to a human agent, despite their strong inclination towards AI chatbots. This highlights their desire for a balanced customer experience (CX) that integrates both AI and human elements. Additionally, 76% of AI natives believe businesses should offer AI options for quicker resolutions.
AI natives also express distinct concerns about AI in the workplace. Whilst 57% worry about the accuracy of AI-generated content, non-AI natives are more concerned with data privacy and security. This indicates a nuanced engagement with AI, as AI natives demand precision and reliability, whereas non-AI natives require reassurance about data handling.
Steve Rafferty, Head of EMEA and APAC at Zoom, emphasised the importance of evolving technology to meet these expectations: “Loyalty in the era of AI will depend on how well and fast organisations can evolve their technology stack to strike the right balance between AI and human connection.”
As AI natives become a significant part of the workforce, businesses must adapt to their expectations, ensuring a seamless integration of AI and human interaction to foster loyalty and trust.
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