Zoom: Human Touch Tops Customer Experience For Malaysians, Despite AI Chatbot Efficiency
KUALA LUMPUR, Nov 8 (Bernama) -- While 56 per cent of Malaysia’s artificial intelligence natives (AI natives) believe that chatbots provide the fastest responses -- the highest in the Asia Pacific (APAC), 83 per cent still want the option to speak to a human agent when interactions feel disjointed, said Zoom.
“AI natives” refers to a generation that grows up with AI as a default part of their environment.
A new study by the San Jose, California-based company, which provides various platforms for human connection, highlights the growing influence of AI natives in the APAC region.
These individuals aged between 18 and 24 have had early exposure to AI and are currently active users of the technology.
Zoom said this balance between efficiency and empathy reflects how AI natives are redefining the future customer experience, adding that in Malaysia, expectations for speed and human connection stand out.
The study conducted in July this year covered 2,551 respondents aged 18-45 in Australia, Hong Kong, India, Indonesia, Malaysia, Singapore, South Korea, and Taiwan.
Zoom’s head of Asia Lucas Lu said AI natives in Asia are redefining expectations for how technology shapes their daily lives, whether as consumers or as part of the workforce.
“Growing up with AI has given them confidence in its potential, but also a sharper eye for its limitations,” he said in a statement.
Lu said organisations need to understand that both AI natives and non-AI natives approach AI from very different perspectives and must design experiences that cater to both.
“Ultimately, winning loyalty in this new era will depend on striking a balance between speed and the irreplaceable value of human connection.
“Those who get it right will be best placed to build trust, unlock growth, and stay competitive with AI natives,” he said.
Zoom said both AI natives and non-AI natives in Malaysia place speed at the heart of resolution when engaging with customer experience channels.
“Fifty-nine per cent of AI natives in Malaysia identify speed as the most important factor, and similarly, a nearly identical 56 per cent of non-AI natives in Malaysia share the same view.
“For businesses, this highlights a universal truth: the speed of resolution remains essential for retaining customers,” it said.
However, it noted that the stakes for falling short are steep, especially with AI natives.
“When asked what would most likely cause them to lose loyalty to a brand, 63 per cent of AI natives in Malaysia cited slow or delayed responses as their top reason -- the highest among all markets alongside India.
“These expectations also extend to the workplace, where 72 per cent of AI natives now expect AI to help them become faster and more productive at work by reducing repetitive tasks, compared to 59 per cent of non-AI natives,” it said.
For organisations, speed is now expected across every touchpoint -- from customer interactions to daily workflows, said Zoom.
-- BERNAMA