66% of businesses in Hong Kong are already utilising AI or automation, with 21% planning to integrate AI in the next 6 months
65% of consumers are familiar with conversational AI, many are already using it to find products, track orders, or make reservations.
64% of businesses report a significant positive impact on customer satisfaction from AI adoption
HONG KONG, 13 MAY 2025 – SleekFlow, a leader in AI-driven conversational platforms, today announced the release of its whitepaper, Navigating AI-Driven Marketplace: Aligning Consumer Expectations with Business Strategy. The whitepaper, based on a survey of 100 consumers and 100 business leaders in Hong Kong, highlights how AI is transforming both consumer experiences and business operations. Key findings include that 65% of consumers now use AI for tasks like looking up product information and reservations, while 66% of businesses have already integrated AI to improve operational efficiency. The data underscores the rising demand for AI adoption, with 45% of businesses planning to increase their use of AI solutions by 2027.
AI’s Influence on Consumer Purchasing Decisions
The whitepaper reveals that modern consumers prefer AI for handling simple inquiries and order updates, indicating that AI is not only improving efficiency but also becoming integral to personalised shopping journeys. 79% of businesses also recognise AI agents' influence on consumers’ purchasing decisions, particularly during the awareness and consideration stages of the buying journey. Businesses highlight AI’s ability to provide round-the-clock support and reduce repetitive tasks as crucial for streamlining sales, proving that AI agents are essential for maintaining a competitive advantage.
The Growing Role of AI Agents in Customer Engagement
Up to 88% of business respondents plan to automate more customer interactions, AI agents are quickly becoming a critical component of customer engagement. 64% of consumers believe AI agents can replace humans on routine tasks, including providing product details and real-time comparisons, which helps businesses to enhance customer satisfaction while reducing human dependency..Yet, humans remain crucial for empathy to cultivate deeper customer relationships.
AI agents also offer the flexibility to improve operation efficiency, allowing businesses to handle an increasing volume of interactions without compromising on service quality. By adopting AI agents, businesses can ensure that they meet growing consumer demands for faster, personalised service.
AI’s Growing Role in Operational Efficiency
AI is rapidly becoming a cornerstone of business operations, with 56% of businesses using it to automate repetitive tasks, allowing human agents to focus on complex issues. This automation leads to significant cost savings and enhanced productivity. Additionally, 70% of businesses emphasize 24/7 availability as a key benefit of AI, ensuring continuous, efficient customer support. With 42% of businesses foreseeing to boost 10% of their current funding for CX-oriented tech in the near future, AI’s growing role in streamlining operations will be vital for businesses looking to scale effectively while maintaining service quality.
The Future of AI in Business
SleekFlow’s whitepaper advocates for a phased AI adoption strategy, balancing automation with human empathy to ensure high-quality customer experiences. As AI continues to shape the future of retail, businesses that integrate AI-driven solutions will not only improve operational efficiency but also meet rising consumer expectations for personalized, fast, and effective service. SleekFlow, with its cutting-edge AI platform, is well-positioned to support businesses in this transformation, providing seamless, personalized customer journeys across popular messaging channels like WhatsApp, Instagram, and live chat.
Access the full whitepaper.
About SleekFlow
SleekFlow is an Omnichannel Conversational AI Platform for conversion with an enterprise focus, serving over 2,000 international brands across six major regions with local offices. Revolutionizing customer conversions, SleekFlow is an all-in-one, AI-native platform that unifies go-to messaging channels—WhatsApp, Instagram, live chat, and beyond—into seamless, personalized journeys. SleekFlow is located in Singapore, Hong Kong, Malaysia, Indonesia, Brazil, and the UAE. In August 2024, the startup secured a $7M USD Series A+ funding round.
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