A new study commissioned by Zoom and conducted by Kantar has revealed the increase of a new class of “AI natives” in the Asia Pacific (APAC). These are individuals aged between 18 and 24 who grew up with early exposure toartificial intelligence (AI) and are now active users of the technology.
Steve Rafferty, head of EMEA and APAC, Zoom. “Loyalty in the era of AI will depend on how well and fast organisations can evolve their technology stack to address these differing expectations, and more importantly, embrace an ‘AI-plus-human’ model. This is how organisations will earn trust, drive growth, and future-proof their businesses with this up-and-coming demographic.”
Balancing speed and empathy in CX
The study has revealed that 53% say it is very or extremely important to be able to switch between channels during an interaction, such as from an AI agent to a human agent.
According to the study, 75% of AI natives believe businesses should offer AI chatbots and agents for faster service, but 77% still want the option of escalating to a human agent during a customer interaction. Even among non-AI natives, 78% still want to escalate concerns to a human agent, reflecting a shared expectation for both speed and empathy.
“By bringing together AI efficiency and human empathy, organisations can deliver the elevated customer experience AI natives in APAC now expect and are increasingly demanding,” added Rafferty.
The inaugural Zoom-commissioned study surveyed 2,551 respondents aged 18-45 across eight markets in the APAC region.
