Singapore consumers adopt autonomous AI despite trust fears

Consumers in Singapore are using autonomous AI systems despite persistent concerns about trust and security, according to EY. Its latest survey found that 15% of respondents in Singapore had used AI that acts on their behalf in the past six months.

The study surveyed more than 18,000 people across 23 markets, including 502 in Singapore, and found overall AI use in Singapore matched the global level at 84%.

The findings suggest a shift in how AI is used in daily life. What began with low-stakes tasks such as route planning, customer support, travel planning and content recommendations is moving toward systems that act for users with less direct involvement.

In Singapore, 6% of respondents said they had used self-driving vehicles or autonomous taxis, 7% had relied on AI agents to buy products on their behalf, and 8% had allowed AI to manage banking tasks.

Interest extends beyond those who have already used autonomous systems. A third of respondents in Singapore said they would prefer AI to redeem points or apply discounts automatically at checkout, while 44% said they would use an AI assistant to resolve customer service issues without their involvement.

Some also showed openness to AI making decisions in more sensitive areas. EY found that 26% would accept an AI-driven home security system that locks doors or contacts authorities automatically, while 20% would use AI to schedule medical appointments.

Trust gap

The survey also found that confidence in how AI is governed has not kept pace with adoption. In Singapore, 76% of respondents said they were worried about AI systems being hacked or breached.

Concerns were also high around accountability and privacy. Some 71% were concerned that organisations would fail to hold themselves accountable for harmful AI use, while 70% worried companies would not protect their personal data.

Another 79% said they feared they would no longer be able to tell what is real and what is AI-generated. The figures suggest frequent AI use is not easing unease about its wider effects, even as consumers continue to integrate it into everyday routines.

The research divides markets into three groups based on AI adoption patterns: pioneer, transitional and lagging. Singapore was classified as a transitional market, indicating that use and interest are growing but remain less embedded in everyday behaviour than in the leading group.

The eight pioneer markets identified in the study were India, the Chinese mainland, Brazil, Mexico, Saudi Arabia, the UAE, Hong Kong SAR and South Korea. Across those markets, 94% of people reported using AI and 24% said they had already used autonomous AI.

By comparison, transitional and lagging markets trailed pioneer markets by 12% and 17% in overall AI use, and by 11% and 13% in agentic AI use.

Manik Bhandari, EY Asean Data and Artificial Intelligence Leader, said the data showed a clear divide between familiarity with AI and confidence in handing over more control.

"The survey findings reflect there is already a growing minority of people who are delegating decisions to AI, while many more are relying on AI as an assistant within everyday life. There is an opportunity for organizations to influence and grow agentic AI acceptance by strategically identifying specific moments, users and markets. For example, a healthcare provider could develop an agent that helps patients manage their medications and check for safety issues, or a public service institution could support citizens to access government services or apply for benefits autonomously. What separates successful implementers from the laggards would be those that reinvent operating models around real business outcomes, effective guardrails and closer human-agent collaboration," he said.

The survey suggests Singapore's position reflects a more cautious pattern of adoption rather than weak interest in the technology. Usage is rising, but wider acceptance appears to depend on stronger governance and clearer value.

That may matter for companies and public institutions looking to introduce more autonomous systems into consumer services. The data indicates that users are comfortable with AI in practical, routine interactions, but concerns sharpen when systems touch on privacy, money, authenticity or personal safety.

Bhandari said Singapore's next phase of AI adoption would depend on whether organisations can address those concerns while making the technology more relevant to daily life.

"Singapore sits within the transitional phase of AI adoption. This is not due to a lack of capability but because expectations around trust, governance and value are significantly higher. While usage is growing, it is still more deliberate and use-case driven rather than deeply embedded in everyday decisions and business operations.

"The next phase is not just about scaling AI but integrating it responsibly into the core of our society and economy. This means building confidence in autonomous systems, while ensuring governance keeps pace with real-time deployment. It could even require introducing targeted AI initiatives for seniors and rethinking how we teach and learn from an early age. At the same time, sovereign AI will be critical to safeguard national interests and reinforcing citizen and enterprise trust in AI. For Singapore, the opportunity is to set the benchmark for trusted, responsible AI at scale," he said.