Singapore consumers increasingly open to AI delegation: EY

About 44% would let AI resolve customer service issues, whilst 33% would use it to apply discounts or redeem points automatically.

Openness to AI delegation is growing in Singapore, with consumers increasingly willing to let AI handle everyday tasks such as applying discounts and resolving customer service issues, according to EY’s AI Sentiment Survey 2026.

About 33% of Singapore respondents said they would prefer AI to automatically redeem points or apply discounts at checkout, whilst 44% would use an AI assistant to resolve customer service issues without their involvement.

AI use has also become widespread. EY found that 84% of Singapore respondents used AI in the past six months, matching the global average. About 15% said they had used AI systems that act without human intervention, close to the global figure of 16%.

Autonomous AI is already being used in some daily activities. In Singapore, 6% of respondents had used self-driving vehicles or autonomous taxis, 7% had relied on AI agents to purchase products on their behalf, and 8% allowed AI to manage banking tasks.

However, trust remains a key concern. About 76% of Singapore respondents were worried about AI systems being hacked or breached, whilst 71% were concerned about organisations failing to hold themselves accountable for negative AI use. Another 70% cited concerns over data privacy.
Authenticity was also a major issue, with 79% of Singapore respondents fearing they may no longer be able to tell what is real or AI-generated.

EY said Singapore remains in the “transitional” phase of AI adoption, where usage is growing but remains more deliberate and use-case driven.

It added that Singapore has an opportunity to move toward becoming a “pioneer” market by scaling AI responsibly, strengthening governance, and building confidence in autonomous systems.