Quezon City:Filipinos are showing a strong inclination towards adopting artificial intelligence (AI)-backed services, surpassing their counterparts in the Asia Pacific region, largely attributed to their tech-savviness and robust social media usage.
According to Philippines News Agency, Mao Gen Foo, vice president for Asia of Genesys, highlighted during a briefing that the Philippines has a significant momentum in AI utilization. The 2026 State of Customer Experience (CX) Report, involving a survey of 5,811 consumers and 1,560 consumer experience and business leaders across over 20 countries in Asia Pacific, revealed that 64 percent of Philippine respondents are more favorable towards AI-powered services now than two years ago. This figure is notably higher than the 56 percent average across Asia Pacific and 60 percent globally.
The report, released in Quezon City, also noted that 35 percent of Filipino respondents reported positive experiences with AI-powered services, which has propelled a shift towards these services. The growing expectations for better customer experience due to AI capabilities have enhanced brand loyalty and influenced purchasing decisions among Filipinos. Additionally, customer experience leaders in the region are planning to incorporate AI tools to enhance the efficiency of human agents, supervisors, and other employees in the sector.
Foo attributed this enthusiasm to Filipinos' love for technology, extensive mobile phone usage, and favorable experiences with AI-backed services. He emphasized that the country's population exhibits a high level of digital savviness and openness to new technological advancements, distinguishing them from other markets that may be more traditional in their approaches.
Kulachart Ngernpermpoon, also present at the briefing, pointed out that the Philippines' diverse population, language, and geography contribute to the nation's receptiveness to AI innovations. He mentioned that a past collaboration with a telecommunications firm demonstrated how personalization can drive transformation, paving the way for a shift from pre-paid to post-paid services and the integration of AI into service offerings. The scalability and geographic factors in the Philippines enhance the demand for AI solutions, especially among customer experience leaders.
