Pinoys embracing AI in customer service
Filipino consumers are warming up to artificial intelligence (AI) in customer service, although they still want to know when they are dealing with the technology rather than a human, according to a new study by technology firm Genesys.
The company’s 2026 State of Customer Experience report found that 64 percent of Filipino respondents felt “more positive” about AI-powered customer service than they did two years ago, above the Asia-Pacific average of 56 percent and the global average of 50 percent.
The study surveyed 5,811 consumers and 1,560 customer experience and business leaders across more than 20 countries in March and April 2026.
Among those whose attitudes toward AI had improved, 35 percent cited positive experiences with AI-powered customer service as one reason for the shift.
Even so, growing acceptance does not mean consumers are willing to leave everything to AI. An overwhelming 98 percent of Filipino respondents wanted to know when they were interacting with the technology.
Still, 45 percent were comfortable with AI making decisions on their behalf, while 73 percent said virtual agents and chatbots had made it easier to resolve concerns without human assistance.
The study also found that 62 percent of Philippine customer experience executives planned to deploy AI-powered tools to assist human employees over the next two years.
Genesys regional sales director Kulachart Ngernpermpoon said this comes as growing exposure to AI reshapes consumer expectations.
Despite concerns over AI’s potential impact on the Philippines’ dollar-earning business process outsourcing industry, the company maintained that the technology could complement human workers rather than replace them.
