Filipinos are increasingly receptive to artificial intelligence (AI)-powered services, with 64% reporting a more positive view of the technology than two years ago, exceeding the regional and global averages, according to a new customer experience report.
The 2026 State of Customer Experience (CX) Report, released Wednesday, found that 64% of Filipino respondents viewed AI-powered services more positively than they did two years earlier. The figure compared with 56% across Asia Pacific and 60% globally.
Mao Gen Foo, vice president for Asia of customer experience technology company Genesys, attributed the trend partly to Filipinos’ strong adoption of mobile phones, social media and other digital technologies.
“Talking to many customers as I move around the different regions, I think the Filipinos actually are very welcoming to technology. I mean, if you look at social media adoption, mobile phone adoption, Filipinos are among one of the highest across the region. So I would say that Filipinos are actually very digital savvy, very willing to adopt something new relative to some markets where maybe they are more fixed in their ways, are more rigid, are more structured and organized,” he said during a briefing Wednesday at the company’s office in Quezon City.
The report also found that 35% of Filipino respondents had positive experiences using AI-powered services, indicating that actual customer experiences could influence their growing acceptance of the technology.
The survey was conducted by an independent research firm from March to April 2026, covering around 5,811 consumers and 1,560 customer experience and business leaders across more than 20 countries in Asia Pacific.
Kulachart Ngernpermpoon, who also spoke at the briefing, said the Philippines’ population size and its diverse languages and geographic conditions could contribute to the growing demand for AI-powered customer service.
He cited discussions with a telecommunications company client to illustrate how customer service had evolved from basic mobile top-up transactions toward more personalized offerings.
The company initially focused on top-up services before expanding to faster, improved service and encouraging customers to shift from prepaid to postpaid plans.
“Before, you only sell a mobile plan. Now, you’re seeing them sell the content. In the very near future, you will also see them selling the AI. So, that, again, coming to the scalability, matched with the size of the population, matched with geographic (factor) the needs for AI becomes much more stronger among the CX leader in the Philippines,” he said.
Ngernpermpoon also cited the principle that “transformation starts from personalization,” emphasizing how tailoring services to individual customers can support changes in business offerings.
The report said AI is also raising Filipinos’ expectations for customer experience, which could influence their loyalty to brands and purchasing decisions.
Customer experience leaders are planning to use AI-powered tools to improve the performance of human agents, supervisors and other employees, according to the findings.
The results suggest that businesses are looking beyond deploying AI as a standalone service and are also considering how it can support employees and deliver more personalized customer interactions.
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