Singaporeans are eager to adopt artificial intelligence (AI) for its efficiency, but they insist on maintaining trust and human interaction, according to a new report by Sinch. The State of Customer Communications report, which surveyed over 600 consumers in Singapore, India, and Australia, highlights the delicate balance businesses must strike between AI-driven convenience and the need for human connection.
The report reveals that 45% of Singaporean consumers are willing to use AI-powered customer support if it is backed by reliable brand information. However, only 4% would choose AI or chatbots as their first option for customer support, indicating a preference for human interaction in complex situations. In healthcare, whilst 57% are comfortable using AI for basic tasks like appointment scheduling, nearly 70% prefer human engagement for sensitive issues.
Security remains a top priority, with 64% of respondents trusting Rich Communication Services (RCS) verification messages for financial transactions over basic SMS. This trust-first approach is crucial in sectors like financial services, where only 38% of consumers are open to AI-powered advice.
Wendy Johnstone, EVP APAC at Sinch, emphasised the importance of blending digital efficiency with human touch, stating, “The businesses that will win are those that blend digital efficiency with the human touch, giving customers control and choice at every step.”
The findings underscore the need for businesses to build trust and offer personalised experiences whilst ensuring security, as Singaporeans remain cautious about data privacy and AI’s role in their lives.
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