TECH NEWS | Filipino consumers warm to AI customer service, Genesys finds
The figure exceeds the Asia-Pacific (APAC) average of 56% and the global average of 50%, indicating growing acceptance of AI-assisted customer interactions among Filipino respondents.
Filipino consumers are becoming more receptive to artificial intelligence-powered customer service, with 64% reporting more positive attitudes toward the technology than two years ago, according to the Philippine findings of Genesys’ 2026 State of Customer Experience report released Oct. 21.
The figure exceeds the Asia-Pacific (APAC) average of 56% and the global average of 50%, indicating growing acceptance of AI-assisted customer interactions among Filipino respondents.
However, the research also points to the consequences of poor customer service. In the Philippines, 91% of consumers surveyed said bad service had caused them to spend less or stop doing business with a brand, compared with 86% across APAC.
Among Filipino consumers whose attitudes toward AI had improved, 35% attributed the change to positive experiences with AI-powered customer service.
The report found that 84% of Filipino respondents expect AI to improve the quality and speed of customer service over the next two to three years. Meanwhile, 82% expect better personalization, and 85% believe AI will improve personalized customer service.
Service quality remains central to loyalty
The findings suggest that consumers are increasingly concerned with whether their issues are resolved effectively, regardless of the technology involved.
About 78% of Filipino respondents said they did not particularly care whether a person or an AI system handled their concern, provided it was resolved quickly and completely. Another 73% said virtual agents or chatbots had made it easier to resolve issues independently.
The report also linked personalized service to potential purchasing decisions. If companies consistently provided personalized customer service, 91% of Filipino respondents said they would be likely to recommend them, while 87% would consider making repeat purchases.
Additionally, 85% said they would be likely to purchase additional items, and 70% would consider paying a slightly higher price for products or services.
These figures indicate stated consumer intentions rather than confirmed purchasing behavior.
Businesses plan to expand AI use
Philippine customer experience (CX) leaders are also preparing to increase their use of AI tools, particularly to support employees handling customer interactions.
According to Genesys, 62% of local CX leaders plan to use AI-powered tools to assist and augment agents, supervisors and other CX employees over the next two years. This compares with 55% across APAC and 47% globally.
The report also points to growing interest in agentic AI, which can perform tasks and coordinate activities with varying levels of autonomy. Nearly half of Philippine CX leaders surveyed expect agentic or semi-autonomous AI to play a growing role in orchestrating customer experiences.
The release states that 37% expect autonomous AI agents to take on this role within three years, compared with 86% across APAC. The figures describe expectations reported by respondents, not verified adoption rates.
Philippine organizations also expect to allocate an average of approximately 32% of their customer service or experience budgets to AI-powered CX technologies over the next 12 months.
Connected experiences remain a challenge
Despite growing interest in AI, organizations still face difficulties maintaining context as customers move between digital and human support channels.
Genesys reported that 96% of APAC consumers consider it important for information to be remembered across channels. However, 46% of organizations do not automatically transfer information between virtual and human agents.
The company identified data management for AI, AI readiness, technical capabilities and the pace of technological change as challenges that can complicate efforts to deliver connected customer experiences.
Mao Gen Foo, Genesys vice president for Asia, said customers increasingly expect companies to understand their needs and provide seamless, personalized service.
“For businesses, the opportunity is to move beyond isolated AI automation toward agentic orchestration — coordinating AI, people, data and systems around customer intent,” Foo said.
Kulachart Ngernpermpoon, Genesys country manager for the Philippines, Thailand and Indochina, said rising acceptance of AI does not lessen customer expectations for effective service.
“With poor experiences already influencing spending and loyalty, the message for businesses is clear: customer experience has a direct impact on loyalty and growth,” Ngernpermpoon said.
The report’s findings suggest that wider AI adoption will not, by itself, guarantee better customer experiences. Businesses will still need to ensure that automated tools resolve customer concerns, preserve context across channels and provide a clear path to human assistance when necessary.
Full disclosure: All news articles published on the TechSabado website are written by human journalists, unless otherwise specified. Final text editing is also performed by human editors, with artificial intelligence (AI) used only to assist with additional grammar and style guide corrections..
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