2 in 3 Indian consumers remain patient with digital support, but 97% demand easy human escalation

81% have tried AI-powered support and 72% are comfortable with agentic AI, highest rates in the region

Indian consumers are at the forefront of AI-powered customer support, showing both enthusiasm and discernment in how they engage with automated experiences. New research from Twilio , the customer engagement platform that powers real-time, personalised experiences for global brands, reveals that India leads the Asia Pacific and Japan (APJ) region in AI adoption and comfort level, but consumers’ trust in AI remains conditional on clear guidance, data security, and the ability to seamlessly escalate to a human agent.

The study, titled “Decoding Digital Patience: Are Asia Pacific’s Digital

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