Indian Consumers Prefer AI Tools Over Human Interaction for Online Shopping: Adobe Survey Key Findings
In today’s digital age, Artificial Intelligence (AI) is playing a significant role in shaping the way consumers interact with brands online. According to a recent survey conducted by Adobe, around 57 per cent of Indian consumers prefer using AI tools over human interaction when searching for products and services online. This highlights the growing importance of AI in enhancing the customer experience and streamlining the online shopping process.
While AI tools are preferred for product searches, the survey also revealed that human interaction remains crucial in decision-making, customer support, and handling returns or cancellations. This indicates that while consumers appreciate the convenience and efficiency of AI, they still value the personal touch that human interaction provides in certain aspects of their shopping experience.
Transparency around the use of personal data is also a key concern for Indian consumers, with around 59 per cent stating that they do not feel positive about buying from a brand that is not transparent about how their personal data is being used. This emphasizes the importance of building trust and maintaining transparency in data practices to retain customer loyalty and trust.
The survey also highlighted some key trends in the Indian market, such as the low adoption of generative AI by Indian brands compared to global counterparts. Only 15% of Indian brands are leveraging generative AI to enhance customer experience initiatives, indicating a significant opportunity for growth in this area. However, it is encouraging to see that 41% of Indian brands are now prioritizing customer experience as a business priority, with 87% prioritizing CX enhancements over other business goals.
Looking ahead, the survey found that 76% of brands in India already have or will pilot GenAI solutions to support CX, with 53% aiming to improve GenAI capabilities in the next 12 months. This demonstrates a growing recognition of the importance of AI in driving customer experience initiatives and improving overall brand performance.
Overall, the findings of the Adobe survey highlight the evolving landscape of customer interactions in India, with AI playing a central role in shaping the future of online shopping experiences. As brands continue to prioritize customer experience and invest in AI technologies, we can expect to see further advancements in how consumers engage with brands online, ultimately leading to more personalized and seamless shopping experiences for Indian consumers.