Singaporeans embrace AI but trust remains low, report finds

Forrester Research has found that trust in artificial intelligence among Singaporean consumers remains low, despite increasing use of generative AI across the country.

The recent report, Consumer Insights: Trust In AI In Asia Pacific, surveyed online adults in Singapore and other Asia Pacific markets to assess adoption, understanding, and confidence in AI technologies. According to the findings, 49% of online adults in Singapore now use generative AI, up from 44% the previous year, highlighting a steady rise in daily AI interaction.

However, this growth in adoption has not translated to greater consumer confidence. The report reveals that just 26% of those surveyed consider themselves knowledgeable about AI. Of those who do not describe themselves as knowledgeable, only 4% expressed trust in AI-generated outputs. Perhaps paradoxically, even among those with higher AI knowledge, concerns persist, with a greater awareness of issues such as algorithmic bias and the risk of misinformation.

The report notes significant generational differences, with younger Singaporeans showing stronger trust in productivity and text creation AI tools. Nonetheless, they emphasise the need for transparency and ethical safeguards to underpin the technology's usage, reflecting a pragmatic rather than a blindly optimistic attitude.

Knowledge and engagement

Knowledge gaps remain a central barrier to broader AI adoption in Singapore. The study shows 19% of online adults report low understanding of AI, while a further 55% assess themselves at an intermediate level. The implications for market development are clear: without better education and communication, consumer hesitancy is likely to slow the uptake of AI-related services and applications.

Leslie Joseph, Principal Analyst at Forrester, said,

"Singapore's digital momentum is clear, yet trust in AI remains fragile. Consumers here are pragmatic. While they see the promise of AI, they expect organisations to lead with transparency, security, and responsible innovation. Addressing knowledge gaps through education, along with clear disclosure and strong safeguards, will be key to building durable trust and unlocking the next stage of AI-powered growth."

Joseph's comments highlight the balance Singaporean consumers appear to strike-embracing some benefits of AI while remaining clear-eyed about its risks.

Consumer anxieties

The Forrester study identified several top concerns among consumers. Just under a quarter (24%) of respondents view AI as a significant societal threat, and 20% believe that these systems are biased. However, it is personal threats rather than abstract risks that dominate consumer anxiety. Online scams are a key worry, cited by 74% of participants. Deepfakes, or manipulated digital media, are frequently mentioned as well.

This high degree of concern about fraud and deception suggests that users want stronger safeguards and more responsive regulation to ensure their personal safety as AI becomes more embedded in everyday life.

Trust in institutions

The report also finds marked differences in the level of trust placed in various institutions to manage AI-related risks. Singaporeans are considerably more likely than their counterparts in Australia and India to trust their national government: 41% of respondents named the national government as the most credible organisation to oversee AI risk management.

Highly regulated organisations such as banks and insurance companies are the next most trusted entities for managing AI, while startups and technology-focused companies receive the lowest trust ratings. This hierarchy illustrates the importance placed by Singaporean consumers on robust regulatory frameworks, transparency, and proven track records in managing emerging technologies.

Organisational measures

The report recommends that businesses and organisations prioritise trust-building as they expand the use of AI technologies in Singapore. Recommendations include providing ongoing education for consumers, open communication about AI's uses and limitations, and strong security protocols. Forrester's findings suggest that organisations which address these factors, especially those working proactively with regulators, will be better positioned to gain long-term consumer acceptance.

Early adopters in the Singapore market who address consumer anxieties and articulate the value of AI clearly are expected to enjoy an advantage as market confidence develops. The report indicates that partnerships between industry and regulators in defining standards and protections can reduce friction and support further acceptance within Singapore's digital economy.