81% of Indian consumers want more human-like AI: Zendesk 2025 CX Trends Report

Zendesk’s 2025 Customer Experience (CX) Trends Report reveals a pivotal shift in customer expectations: today’s consumers demand AI interactions that feel more human, personalised, and engaging than ever before. Organisations that lean into AI are reaping the benefits in terms of retention, revenue, and return on investments (ROI). 88% of CX leaders in India report positive ROI from their AI tools in CX. This comes at a time when consumers in India continue to warm up to the technology, with 88% holding favourable views towards AI–the highest in the Asia Pacific region.

Drawing on insights from over 10,000 global consumers and business leaders, Zendesk’s seventh annual report uncovers five critical trends that will shape the future of customer service, underscoring how human-centric AI is redefining customer loyalty and becoming a strategic edge for companies. The report highlights a growing divide between companies that embrace AI ...