81% of Indian Consumers Seek More Human-Like AI Interactions, Zendesk Report Reveals

AI Reshaping Customer Experience Expectations in India

Zendesk's 2025 Customer Experience (CX) Trends Report has unveiled a significant shift in consumer expectations, particularly in India, where 81% of consumers are seeking more human-like AI interactions 1

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. This trend is part of a broader movement towards AI-powered personalization and engagement in customer service.

Indian Consumers Embrace AI in Customer Service

The report highlights that Indian consumers are at the forefront of AI adoption in the Asia Pacific region, with 88% holding favorable views towards AI in customer service 1

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. This openness to AI technology is coupled with a desire for more personalized and human-like interactions, indicating a sophisticated understanding of AI's potential in enhancing customer experiences.

AI Adoption Yields Positive Results for Businesses

Organizations embracing AI in their customer service operations are seeing substantial benefits:

• 88% of CX leaders in India report positive ROI from their AI tools in CX 1

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• CX Trendsetters in Asia Pacific experience:
  • 56% higher customer acquisition rates
  • 45% higher customer retention rates
  • 63% higher cross-sell revenue 1

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These figures underscore the transformative potential of AI in not only improving customer experiences but also positively impacting the bottom line.

The Rise of AI Copilots and Autonomous Service

The report identifies a trend towards autonomous service models, with AI copilots playing a crucial role:

• 76% of agents in India believe AI copilots would help them perform better 1

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• 94% of CX leaders in India see copilots as the first step towards autonomous AI 1

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• 84% of CX leaders in India expect 80% of customer interactions to be resolved without human intervention in the coming years 1

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Challenges and Opportunities

While the adoption of AI in customer service presents numerous opportunities, it also comes with challenges:

• The use of unapproved "shadow AI" tools has increased by over 200% year-on-year in Asia Pacific, raising concerns about customer privacy and security 1

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• 63% of Indian consumers are more likely to trust AI agents that embody traits like friendliness and empathy 1

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Industry Perspective

Shabib Sheikh, VP of Customer Support and Success at Vagaro, shared their success with AI implementation:

"AI is an integral part of who we are and it's allowing us to do more with less. By leveraging Zendesk's AI, we've resolved 44% of incoming requests, reduced resolution time by 87%, and most importantly increased CSAT to 92% -- setting a new standard for the beauty and wellness industry." 1

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As AI continues to evolve, businesses that focus on creating genuine, human-centered AI interactions are likely to gain a competitive edge in customer loyalty and satisfaction.