Dentsu survey: One-third of Japanese seniors show no resistance to AI customer service

A survey conducted by Dentsu Senior Lab among Japanese consumers aged 50 to 79 reveals varying levels of acceptance regarding AI-driven customer service. Approximately 33.5% of respondents reported having “no resistance” to AI assistance, such as chatbots or AI operators, while 31.1% expressed resistance.

Acceptance levels correlate strongly with age. The 50s age group showed the highest openness at 39.2%, whereas resistance increased among the 70s demographic, where 36.5% expressed hesitation. Gender also plays a role; 38.0% of men reported no resistance, compared to 29.3% of women. Notably, 40.3% of women in their 70s expressed resistance to AI support.

Regarding desired features, “personalized recommendations” was the most requested service at 22.2%. However, the 70s demographic showed a higher preference for “dialogue, consultation, and human coordination” at 24.5%, suggesting a need for hybrid models that combine AI with human interaction for older users.