Filipino consumers are becoming more receptive to artificial intelligence (AI) in customer service, with 64% reporting a more positive attitude toward the technology than two years ago, according to a Genesys report.
The figure exceeds the Asia-Pacific (APAC) average of 56% and the global average of 50%, based on the latest “State of Customer Experience” report.
Among Filipino respondents whose attitudes toward AI improved, 35% attributed the change to positive experiences with AI-powered customer service.
However, poor service continues to affect consumer spending and business loyalty. The report found that 91% of Filipino consumers had reduced their spending or stopped doing business with a company because of unsatisfactory customer service, compared with 86% across Asia Pacific.
The findings suggest that while consumers are increasingly willing to use AI, businesses still need to deliver satisfactory service to retain customers.
About 84% of Filipino respondents expect AI to improve customer service quality and speed over the next two to three years.
Another 78% said they do not mind whether a human agent or AI resolves their concerns, provided the issue is addressed quickly and completely.
Meanwhile, 73% said virtual agents or chatbots have made it easier to resolve issues independently.
Despite growing acceptance, consumers want greater transparency about the use of AI and how their information is handled.
Nearly all Filipino respondents, or 98%, said they want to know when they are interacting with AI, while 62% believe companies should disclose AI-powered interactions.
The report also found that 58% want greater control over their personal data, while only 45% are comfortable allowing AI to make decisions on their behalf.
Personalized service remains another factor influencing customer loyalty. If assured of personalized experiences, 91% of Filipino respondents said they would likely recommend a company, 87% would make repeat purchases, and 85% would buy additional products or services.
On the business side, 62% of Philippine customer experience (CX) leaders plan to deploy AI-powered tools to assist employees over the next two years. This compares with 55% across APAC and 47% globally.
Philippine organizations also expect to allocate an average of 32% of their CX budgets to AI-powered technologies over the next 12 months.
Meanwhile, 49% of local CX leaders expect agentic or semi-autonomous AI to play a greater role in managing customer experiences. However, only 37% anticipate autonomous AI agents performing this function within three years.
“Customers increasingly expect organizations to understand their needs, maintain context and deliver seamless, personalized experiences,” said Mao Gen Foo, vice president for Genesys Asia.
“For businesses, the opportunity is to move beyond isolated AI automation toward agentic orchestration – coordinating AI, people, data and systems around customer intent,” he added.
The report surveyed 5,811 consumers and 1,560 CX and business leaders across more than 20 countries, including the Philippines, in March and April 2026.
