Analysis · Enterprise Software & IT
Zoom study reveals AI expectations and gaps in India
By Startup Enthusiast ·
- Date
- Company
- Zoom
- What it does
- Video communications and collaboration platform
- Kind
- Analysis
- Sector
- Enterprise Software & IT
What they do
Zoom conducted a study on India's AI Natives, young users who expect fast and efficient AI service. 68% of respondents want AI to deliver faster service,…
The details
- Zoom published a study on India's AI Natives, young users who expect fast and efficient AI service.
- 68% of respondents expect AI to deliver faster and more efficient service.
- 52% of respondents find AI responses too generic or unhelpful.
- 74% of AI natives still want the option to escalate to a human agent during customer interactions.
- 71% of AI natives say AI helps with writing and editing, and 69% with data analysis.
- CX leaders globally are moving beyond satisfaction scores to focus on effort as the truest measure of loyalty and performance in 2026.
- AI will evolve from a supporting feature to a coordinating layer using a federated AI approach in 2026.
- The Digital Personal Data Protection (DPDP) Act is reshaping trust and responsibility in AI.
The bigger picture
- The study highlights a gap between AI expectations and actual user satisfaction in India.
- Most young users still value human interaction despite embracing AI tools.
- Organisations are consolidating workflows onto open platforms that integrate customer and employee engagement.
- India's partner ecosystem of ISVs, integrators, and service providers is essential for specialised workflows and India-specific integrations.
- Agentic AI will handle routine CX tasks like summarising interactions, updating systems, and coordinating follow-ups.
About the business
- Zoom is a video communications and collaboration platform used globally.
- It offers products like Zoom Meetings, Zoom Chat, Zoom Phone, and Zoom Rooms.
- The company serves businesses, educational institutions, and individual users.
- Zoom generates revenue through subscriptions and enterprise contracts.
- It operates in over 190 countries and has a large partner ecosystem.