Nearly three in four Filipino consumers have had to repeat information they already provided during automated customer service interactions, according to a Twilio survey that highlights a growing problem it calls “AI amnesia.”
The survey found that 73% of consumers encountered this problem, even as 74% of Philippine business respondents said their AI agents could recognize returning customers and access their interaction history.
Missing context can cut conversations short. Twilio said 73% of Filipino consumers stop using an AI agent mid-interaction when it fails to retain relevant information. Some switch to a human representative or abandon their inquiry, while 4% said they end their relationship with the brand altogether.
AI agents already handle 46% of customer service conversations in the Philippines, according to the survey. Business respondents expect that share to reach 61% by 2027.
For many customers, a fast response does not make up for lost context. Asked which experience was more frustrating, 46% chose a quick AI agent that lacked personal context, compared with 16% who chose a slower one that retained their interaction history.
“The Philippines has always been a remarkably high-trust market and increasingly, that trust is extending to AI agents. While eliminating hold times has been a real win for customers requiring speed, fast responses cannot sustain customer loyalty if AI agents — now handling almost half of customer conversations — exhibit amnesia,” said Nicholas Kontopoulos, Twilio’s vice president of marketing for Asia Pacific and Japan.
“Filipino consumers have trusted brands with their data long before AI agents entered the loop. As brands deploy AI to take on more conversations, it needs to carry the same qualities consumers already trust brands for, such as warmth, empathy, memory, and the ability to delight. Brands need to ensure AI deepens that trust, not spend it down.”
The survey also found that 73% of Filipino consumers want companies to disclose at the outset when they are speaking with AI, while only 26% of Philippine organizations said they do so at the start of every interaction.
Twilio surveyed 353 consumers and 35 business leaders in the Philippines from April 9 to May 1, 2026, as part of a study covering 18 markets.
