(Photo courtesy of PNA)
MANILA, Philippines – Filipinos are showing greater openness toward artificial intelligence (AI)-powered services than consumers elsewhere in the Asia-Pacific region, driven by widespread technology adoption, heavy social media use, and positive experiences with digital platforms.
According to the 2026 State of Customer Experience (CX) Report released by Genesys on Wednesday, October 21, 64 percent of Filipino respondents expressed a more favorable attitude toward AI-powered services compared with two years ago.
The figure surpassed the Asia-Pacific average of 56 percent and the global average of 60 percent.
The study, conducted by an independent research firm from March to April 2026, surveyed approximately 5,811 consumers and 1,560 customer experience professionals and business leaders across more than 20 countries.
Results also showed that 35 percent of Filipino respondents reported positive experiences with AI-powered services, contributing to growing acceptance of the technology.
During a briefing in Quezon City, Genesys Vice President for Asia Mao Gen Foo attributed the country’s strong AI adoption potential to Filipinos’ familiarity with digital technologies and extensive use of smartphones and social media.
“Filipinos are actually very digital savvy, very willing to adopt something new relative to some markets where maybe they are more fixed in their ways,” Foo said.
He noted that Filipino consumers are generally receptive to technological innovations, making the Philippines a promising market for AI-driven customer services.
The report also found that AI is reshaping consumer expectations, with customers increasingly seeking faster, more personalized, and efficient services from businesses.
Companies, meanwhile, are exploring AI-powered tools to improve the performance of customer service representatives, supervisors, and other employees.
Genesys executive Kulachart Ngernpermpoon said the Philippines’ large and diverse population, geographic characteristics, and varying consumer needs are also contributing to stronger demand for AI-based solutions.
He cited the telecommunications industry as an example, explaining how companies have evolved from offering basic mobile services to providing personalized digital experiences and additional content.
According to Ngernpermpoon, AI could become another major service offering as telecommunications companies expand their digital capabilities.
The findings highlight the growing role of artificial intelligence in Philippine businesses, particularly in improving customer engagement, personalizing services, and meeting evolving consumer expectations.
