Singaporeans are open to adopting artificial intelligence (AI) for its convenience, but only if businesses can ensure security, trust, and a human connection, according to Sinch’s latest State of Customer Communications report. The study, which surveyed over 600 consumers across Singapore, India, and Australia, highlights the balance businesses must strike between AI efficiency and customer reassurance.
The report reveals that 45% of Singaporeans are willing to use AI-powered customer support if it is backed by reliable brand information. However, only 4% would choose chatbots as their first option for customer support, indicating a preference for human interaction in complex situations.
This sentiment is echoed in the healthcare sector, where 68% express concerns about the accuracy of AI responses, despite 57% being comfortable with AI for basic tasks like appointment scheduling.
In financial services, security remains a top priority, with 64% of Singaporeans trusting Rich Communication Services (RCS) verification messages over basic SMS for financial transactions.
The findings underscore the importance of personalisation and security in AI adoption. Whilst 44% of Singaporeans are open to AI-driven recommendations if they are relevant, there is a risk of customer churn if these suggestions feel invasive. As AI becomes more integrated into customer experiences, businesses must prioritise trust and human engagement to maintain loyalty.
