Twilio: 63 Percent Of Indonesian Customers Still Worried About Using Data By AI

Illustration of artificial intelligence (photo: Pexels)

JAKARTA - On its way, business people are starting to apply artificial intelligence (AI) technology to create more personal, intelligent, and also real-time customer interactions.

In a recent report conducted by Twilio entitled "State of Customer Engagement Report" it states that, with AI, they can collect data from every click that consumers do so that they understand the preferences and needs of consumers.

Therefore, it is very important for business people to ensure customer data security. The Twilio report also states that 6 out of 10 consumers say maintaining data security is the best way that can be done to achieve consumer trust.

Then, half or 49 percent of consumers admit that they trust brands that are honest about the use of customer data in managing AI-based interactions.

Unfortunately, in Indonesia there are still concerns about how their data is used in the application of AI. 63 percent of customers say that brands should provide clear information about the use of their data. Similar concerns are voiced by customers in the Philippines (77 percent) and India (69 percent).

Meanwhile, in countries where AI adoption has entered further stages, such as Japan, Australia, Singapore, and European countries, half or more of customers have understood how their data will be used in AI (with percentages between 36 percent and 57 percent).