Survey: 88% of HK businesses mull automating more customer interactions

Nearly 80% of Hong Kong businesses agree with AI agents' impact on consumers’ purchasing decisions, with 88% of business respondents planning to automate more customer interactions, according to a SleekFlow survey. 

SleekFlow’s latest whitepaper, titled Navigating AI-Driven Marketplace: Aligning Consumer Expectations with Business Strategy, surveyed 100 consumers and 100 business leaders in Hong Kong, highlighting how AI is transforming both consumer experiences and business operations. 

The survey revealed that consumers are increasingly accepting of AI. Around 65% of respondents are "somewhat familiar" with conversational AI, with many citing ChatGPT, and use AI for various tasks: 62% for product information, 54% for order tracking and 46% for reservations.

Despite consumers being more accepting of AI, 31% of consumers still choose to interact in-store, reinforcing the notion that physical presence and real-time conversation have not lost their appeal. Individually, chats on social media (13%), websites (10%) and mobile apps (10%) were less favoured, but collectively these online interactions make up of 33% of consumer preference, which emphasises a shift to digital interactions.

Notably, chatbots garnered no preference in our survey, where it is possible it is due to underperforming bots that do not address customer queries effectively, leading to frustration.

While 65% of Hong Kong consumers now use AI to look up product information and reservations, 66% of local businesses have already integrated AI to improve operational efficiency. 

AI is also rapidly becoming a cornerstone of business operations, with 56% of businesses using it to automate repetitive tasks, allowing human agents to focus on complex issues. This automation leads to significant cost savings and enhanced productivity.  

Additionally, 70% of businesses emphasise 24/7 availability as a key benefit of AI, ensuring continuous, efficient customer support. With 42% of businesses foreseeing to boost 10% of their current funding for CX-oriented tech in the near future, AI’s growing role in streamlining operations will be vital for businesses looking to scale effectively while maintaining service quality. 

AI agents' influence on businesses

On the other hand, 79% of businesses in Hong Kong also recognise AI agents' influence on consumers’ purchasing decisions, particularly during the awareness and consideration stages of the buying journey, said the survey.  

Although human agents still dominate overall preferences (44%), especially for complex issues (86%), there is a clear appetite for AI-driven solutions, evidenced by 44% expecting more robust AI customer service and 40% calling for even more advanced AI in personalised interactions.

As such, currently, 35% of businesses already have AI agents in place - a signal that early adopters are looking to gain a competitive edge by offering round-the-clock service and faster resolutions.

Another 21% plan to implement AI solutions within the next six months, highlighting the urgency many companies feel to modernise quickly. An additional 24% expect adoption over the coming one to two years, reflecting a more cautious approach or the need for additional resources before deployment.

Businesses highlight AI’s ability to provide round-the-clock support and reduce repetitive tasks as crucial for streamlining sales, proving that AI agents are essential for maintaining a competitive advantage. 

Meanwhile, Up to 88% of business respondents plan to automate more customer interactions, as AI agents are quickly becoming a critical component of customer engagement. 

64% of consumers believe AI agents can replace humans on routine tasks, including providing product details and real-time comparisons, which helps businesses to enhance customer satisfaction while reducing human dependency. Yet, humans remain crucial for empathy to cultivate deeper customer relationships. 

As businesses increasingly recognise the value of AI in CX, investment plans over the next few years strongly focus on adopting advanced technologies such as chatbots (53%), self-service solutions (50%), and personalisation tools (41%).

Despite optimism about AI personalisation, 53% remain concerned about data privacy. Overall, consumers rated their AI interactions 7/10, suggesting they appreciate AI’s benefits but still see room for improved privacy measures and trust-building, said the survey.

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