Singapore customers seek transparency amidst companies’ AI adoption growth

About 9 in 10 said they want to know whether they are speaking with AI or a human.

Singaporean customers are expecting transparency from companies as they accelerate the use of artificial intelligence (AI) in their operations, with 66% saying that the development of AI makes it important that companies are trustworthy.

In a report, Salesforce found that 64% of Singaporean consumers said that greater visibility in AI use would deepen their trust in a company as 79% said that they are concerned about those who use the technology unethically.

Around 87% of Singaporean consumers also said that it is important to know whether they are interacting with AI or a human.

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Salesforce also found that the top sentiments of Singaporeans around generative AI are curiosity, excitement, and hope.

“Rising customer expectations means companies can’t afford to stand still when it comes to customer service. Technologies such as AI hold immense potential for businesses to keep up with changing needs and preferences. But this also raises pressing concerns around the ethics of AI,” said Sujith Abraham, Senior Vice President and General Manager for Salesforce ASEAN. 

“The trust imperative is now more important than ever. Companies that will succeed are those that demonstrate they are approaching the technology thoughtfully, grounded in transparency and security, in order to win the trust of their customers,” Abraham added.

Around 53% of the customers expect companies to understand their changing needs, with 85% expecting faster service and 78% wanting better personalisation.

The survey also found that 78% of the customers expect consistent interactions across departments and 76% want to interact with someone right away when they reach out to a company.