India’s ‘AI natives’ demand balance between efficiency and empathy: Zoom study

A new Zoom-commissioned study shows that while India’s AI-native generation welcomes AI for productivity and efficiency, 74% still prefer access to human agents in service interactions, underscoring growing demands for data privacy, accuracy, and empathetic digital experiences.

Hyderabad: India’s young generation of “AI natives” those aged 18–24 who have grown up using artificial intelligence — are optimistic about the technology but continue to seek accuracy, empathy, and human connection, according to a new study commissioned by Zoom.

The report reveals that 74% of India’s AI natives still prefer having the option to escalate to a human agent during customer interactions, even though 68% believe AI can make services faster and more efficient. This shows that while automation is valued, emotional reassurance and human touch remain irreplaceable.

---

The study, conducted across the Asia-Pacific region by Kantar, found that 66% of Indian respondents identified data privacy as a major concern, while 52% questioned the accuracy of AI tools used at work.

“AI natives in India are entering the workforce and marketplace with heightened expectations. They see AI as a driver of productivity and collaboration, but they are equally clear about the need for accuracy, privacy, and the reassurance of human connection,” said Sameer Raje, General Manager and Head, India & SAARC Region at Zoom.

India also led the APAC region in AI enthusiasm at work, with 77% of respondents expressing positive sentiments about the role of AI — the highest in the region, ahead of Indonesia (76%) and the APAC average of 66%.

Nearly 71% of India’s AI natives said AI helps them with writing and editing tasks, while 69% use it for data analysis and reporting. Only 39% expressed concern about job loss, compared to 46% of non-AI natives, indicating a higher level of trust in AI as a productivity partner rather than a threat.

However, more than half (52%) of AI natives in India said AI-driven responses were often “too generic or unhelpful,” signalling that quality and contextual relevance remain key to user trust.

“For organisations, the signal is clear — success in the AI era will depend on how well they integrate AI thoughtfully across employee and customer journeys, combining efficiency with empathy,” Raje added.

The study surveyed 2,551 respondents across eight Asia-Pacific markets, including Australia, Hong Kong, India, Indonesia, Malaysia, Singapore, South Korea, and Taiwan.