Over 80% Of Indian Consumers Want More Human-like AI: Report

Revealing a pivotal shift in customer expectations, a report has stated that today’s consumers demand artificial intelligence (AI) interactions that feel more human, personalised, and engaging than ever before. Zendesk’s 2025 ‘Customer Experience (CX) Trends Report’ highlighted that 88 per cent of CX leaders in India report a positive return on investments (ROI) from their AI tools in CX.

The report added that CX trendsetters in Asia Pacific experience 56 per cent higher customer acquisition rates, 45 per cent higher customer retention rates, and 63 per cent higher cross-sell revenue, proving a thoughtful approach to AI can be transformative, not just for creating memorable and meaningful customer experiences but also to the bottom line.

“AI should be more than just another technology we use, it’s a way to bring companies and customers closer, and it’s redefining the relationships we can build. This report shows that putting customers at the heart of AI is more than a smart strategy; it’s becoming the new standard for building loyalty in a rapidly changing world,” stated Tom Eggemeier, Chief Executive Officer (CEO), Zendesk.

A vast majority (97 per cent) of CX trendsetters in India report positive returns on AI tools for agents, as copilots improve both the customer journey and operational agility. 84 per cent of CX leaders in India expect 80 per cent of customer interactions to be resolved without human intervention in the next few years.

“Organisations that have fully embraced AI–CX trendsetters, recognise the transformative power of AI, to the extent that 94 per cent of them in India say adopting it at scale will be crucial to surviving the competitive pressures in the next five years. Their efforts are paying off because 86 per cent of consumers in India see a clear gap forming between companies that leverage AI effectively in customer service, and those that don’t,” highlighted Maureen Chong, Regional Vice President, Asia, Zendesk.

In 2025, consumers are looking for AI that goes beyond efficiency and feels genuinely human. In fact, 81 per cent of them in India say they would engage more with AI if they had more human-like interactions.