Research highlights that local consumers are skeptical and experiencing technology fatigue while artificial intelligence generates measurable returns for Australian businesses.
The latest Australian findings from Twilio's annual customer engagement report illustrate a complex landscape where trust, autonomy and transparency emerge as key themes for AI's consumer acceptance. The results are based on survey responses from over 7,600 consumers and 600 business leaders in 18 countries, including Australia.
Business Benefits and Consumer Views
The report shows that most Australian companies continue to invest in AI for customer engagement, with 97% reporting that AI is improving customer-facing operations such as support, marketing and personalization. Of these companies, 34% see customers spend more as a result of AI-powered personalization, reporting an equal percentage of customer retention and recurring spending.
Despite these results, this study shows increased consumer fatigue around AI. Two-thirds (66%) of Australian consumers surveyed said they were tired of technology. However, many people acknowledge the benefits, especially when AI helps to find products (46%), resolve customer service issues more quickly (43%) and provide 24-hour support (35%).
The need for trust and transparency
The findings suggest a gap between business perspectives and consumer expectations. Only 19% of Australian consumers recall that the brand was notified when data was used within the AI system. At the same time, 62% want clear disclosure whenever they interact with AI. This emphasizes that brands will increase transparency and allow consumers to gain more control over their AI-related experiences.
Autonomy is identified as another priority, with 85% of consumers preferring to choose how they automatically communicate with their brands rather than AI settings. Additionally, 61% said it was important to feel as human as possible when interacting with AI, while 46% wanted the option to escalate the query to human agents.
Actual business implementation
Driva, an Australian online car loan marketplace, measured its measured approach to AI and automation in its customer experience strategy. The company's co-founder Will Brown explained the rationale and results.
“Our goal is to make car purchases and life finance easier. With AI and automation, we can partner with Twilio to provide customers with faster, more personalized services by building an intelligent AI chatbot within two weeks. Dividends – Twilio's Flex solution also helps expand support to meet growing demand, increase agent efficiency, and automate conversion rates for loan applicants, helping staff coaching and measuring compliance, further enhancing operations.
said Will Brown.
Industry perspective
Christopher Connolly, Asia Pacific and Japan's Director of Solutions Engineering at Twilio, spoke about the need to focus on consumer interests as the next step for brands implementing AI.
“Australian companies are already seeing clear operational returns from investments in AI for customer engagement. The next step is to provide consumers with a sense of profit, transparency and control over how consumers are involved. It's crucial for brands that take their customers on their AI journey. Customers.”
Summary of the report's findings
The 2025 Customer Engagement Report concludes that organizations that emphasize real-time, transparent relationships are well set out to drive business growth and strengthen customer loyalty within competitive markets affected by AI technology.
