The research by the San Jose, California-based company highlights the growing influence of AI natives in the Asia-Pacific region.
“AI natives” refers to a generation that grows up with AI as a default part of their environment. These individuals aged between 18 and 24 have had early exposure to AI and are active users of the technology.
Zoom said this balance between efficiency and empathy reflects how AI natives are redefining the future of customer experience. It noted that in Malaysia, expectations for speed and human connection stand out.
The study conducted in July covered 2,551 respondents aged 18-45 in Australia, Hong Kong, India, Indonesia, Malaysia, Singapore, South Korea, and Taiwan.
According to Zoom, both AI and non-AI natives in Malaysia place speed at the heart of resolution when engaging with customer-experience channels.
“Fifty-nine per cent of AI natives in Malaysia identify speed as the most important factor, and similarly, 56% of non-AI natives in Malaysia share the same view.
“For businesses, this highlights a universal truth: the speed of resolution remains essential for retaining customers,” the report said.
It noted that the stakes for falling short are steep, especially among AI natives.
“Asked what would most likely cause them to lose loyalty to a brand, 63% of AI natives in Malaysia cited slow or delayed responses as their top reason – the highest among all markets alongside India.
“These expectations also extend to the workplace, where 72% of AI natives now expect AI to help them become faster and more productive at work by reducing repetitive tasks, compared to 59% of non-AI natives,” it added.
For organisations, speed is now expected across every touchpoint – from customer interactions to daily workflows, Zoom said.
‘Striking a balance’
Lucas Lu, Zoom’s head of Asia, said AI natives in the region are redefining expectations for how technology shapes their daily lives, whether as consumers or as part of the workforce.
“Growing up with AI has given them confidence in its potential but also a sharper eye for its limitations,” he noted.
Lu said organisations need to understand that both AI and non-AI natives approach artificial intelligence from very different perspectives, and must design experiences that cater to both.
“Ultimately, winning loyalty in this new era will depend on striking a balance between speed and the irreplaceable value of human connection.
“Those who get it right will be best placed to build trust, unlock growth, and stay competitive with AI natives,” he concluded.