Zoom has released its latest AI application research report, commissioned by independent research firm Kantar. The study surveyed the "AI native generation" aged 18 to 24 in the Asia-Pacific region who have been exposed to AI technology tools from an early age. The results show that 85% of Taiwan's AI natives use AI in their daily lives, higher than the Asia-Pacific average.
This study also found that this group in Taiwan has a more mature and balanced attitude towards AI. While enjoying the efficiency of AI, they also place more importance on "interpersonal connection" in customer experience and "data security" in the workplace than the non-AI native generation.
Taiwan has a high level of AI application maturity, with 83% of respondents believing that AI skills are key in the workplace.
This study, conducted in July 2025, covers eight Asia-Pacific markets including Taiwan, Australia, India, Singapore, and South Korea. The study shows that Taiwan's AI application maturity among the 18-24 age group is higher than most other markets.
• 85% of Taiwan's AI native generation has already partially or fully adopted AI in their lives (higher than the Asia-Pacific average).
• 83% believe that mastering AI skills is key to maintaining competitiveness in the workplace (higher than the Asia-Pacific average of 79%).
Liang Aibei, head of Zoom North Asia, stated that with the advent of the AI agent era, the key for businesses will be striking a balance between efficiency and interpersonal connection. She observed that Taiwan's AI native generation, when building brand loyalty, simultaneously values both AI efficiency and genuine interpersonal connections.
We pursue efficiency, but value "real empathy" even more.
Interestingly, despite the AI native generation's strong embrace of AI, their demand for "real-person interaction" is actually higher.
• 72% of Taiwan's AI natives believe that businesses should provide AI chatbots to quickly resolve issues.
• 66% believe the option to upgrade to live customer service should be retained.
• 55% believe their problems are too complex for AI to handle alone.
• 47% believe that AI responses are too formulaic or lack substantial help.
The study also revealed a significant difference: a staggering 39% of AI natives preferred the option of human customer service, citing the "empathy and reassurance" they felt. In contrast, only 12% of non-AI natives (aged 25-45) shared this preference. This suggests that tech-savvy users are better able to recognize the limitations of AI and value the irreplaceable emotional impact of human interaction.
To this end, Zoom also emphasizes that its AI Companion can help customer service centers automatically generate interaction summaries and provide follow-up suggestions, allowing human customer service representatives to reduce repetitive tasks and focus their energy on relationship building and interpersonal interaction. Its Virtual Agent can autonomously handle complex tasks (such as returns and appointments) and seamlessly transfer to human customer service representatives when needed.
The workplace AI adoption rate has reached 98%, and the AI native generation has a higher awareness of cybersecurity.
In terms of workplace applications, surveys show that as many as 98% of Taiwan's overall working population uses AI to handle at least one task at work, demonstrating the high prevalence of AI in Taiwan's workplace.
However, the AI native generation has also shown greater vigilance regarding this:
• 59% of Taiwan's AI natives said that data privacy and security are important considerations for them, ranking among the top three in the Asia-Pacific region.
• In contrast, only 45% of non-AI natives expressed similar concerns.
This data reflects the higher standards that AI natives hold for everyday tools, expecting more secure cybersecurity and more transparent data processing. Zoom also used this data to emphasize that it launched its Taiwan data center in 2023 to ensure that local users can enjoy a secure collaboration environment that complies with regulatory requirements.
