90% of Indian Customers Want to Know if Theyre Communicating with AI or a Human

A new report from Salesforce has found that 90% of customers surveyed in India said it is important to know if they are communicating with artificial intelligence (AI) or a human.

Importance of Customer Experience

The State of the Connected Customer report, which was released on Wednesday, also found that 90% of consumers in India say the experience a company provides is just as important as its products and services.

The report is based on a survey conducted with 14,300 consumers and business buyers across 25 countries, including 650 from India.

Customers' Concerns About AI

According to the survey, 74% of customers in India are concerned about companies using AI unethically and 65% of customers in India say greater visibility into AI's use would deepen their trust.

The significance of delivering a cohesive customer experience cannot be overstated. As companies increasingly integrate AI across their business, customers are grappling with concerns around the responsible use of the technology. It is imperative that companies differentiate their technology strategies, grounding them in trust and human connection, Salesforce India, VP - solution engineering, Deepak Pargaonkar said.

Customers' Expectations

The report mentioned that 76% of customers in India expect companies to understand their needs as they change and 93% of customers in India expect faster service as technology advances.

In the past year, 63% of consumers in India switched brands at least once, it said.

Top Reasons for Switching Brands

The top three reasons consumers switch brands in India are product quality, better deals, and customer service, the report found.

The report's findings suggest that Indian consumers are increasingly concerned about the use of AI by companies and that they expect a high level of customer service. Companies that want to succeed in the Indian market should take these concerns into account and ensure that they are providing a positive customer experience.