Indian Consumers Leading the Way in Embracing AI-Driven Interactions, While Brands Strive to Catch Up: Report

In today’s digital age, Indian consumers are at the forefront of embracing AI-driven interactions, setting a global standard for brands to follow. According to Adobe’s ‘State of Digital Customer Experience’ report, Indian consumers are leading the way in preferring AI-enabled tools and services over human interaction, with 57% choosing AI compared to the global average of 39%.

While Indian consumers are quick to adopt AI technologies for a better customer experience, Indian brands are lagging behind in implementing generative AI to enhance their CX initiatives. Only 15% of Indian brands are currently leveraging generative AI, compared to 18% globally. This disparity highlights the need for Indian brands to catch up with the latest AI innovations to meet consumer expectations.

Despite this gap, there is a growing recognition among Indian brands of the importance of customer experience, with 41% prioritizing it as a business imperative. Additionally, 87% of brands are focusing on enhancing CX over other business goals, indicating a shift towards customer-centric strategies.

Looking ahead, 53% of Indian brands are committed to improving their generative AI capabilities in the next 12 months, with 76% already piloting or planning to pilot AI solutions for experience delivery. This proactive approach demonstrates a willingness among Indian brands to adapt to changing consumer preferences and technological advancements.

However, challenges such as data privacy and security concerns remain barriers to personalization for both consumers and brands. Indian consumers are wary of sharing their data and expect transparency from brands regarding the ethical usage of their personal information. This growing demand for transparency extends to AI-generated content, with 68% of respondents expecting to be informed when content is AI-generated.

In conclusion, Indian consumers are leading the charge in embracing AI-driven interactions, while Indian brands are working towards catching up with the latest AI innovations. By prioritizing customer experience and investing in generative AI capabilities, Indian brands can bridge the gap and deliver personalized, transparent, and ethical experiences that meet the evolving needs of consumers in the digital age.