TLDR: Despite a significant increase in AI adoption, Singaporean consumers exhibit low trust in the technology, particularly for critical applications. Recent reports highlight concerns over misinformation, scams, and algorithmic bias, emphasizing the need for greater transparency, education, and robust safeguards from organizations and the government.
Singapore is witnessing a paradox in its digital landscape: a rapid embrace of Artificial Intelligence (AI) technologies coupled with persistent low levels of consumer trust. A recent report by Forrester Research, ‘Consumer Insights: Trust In AI In Asia Pacific,’ reveals that 49% of online adults in Singapore now use generative AI, a notable increase from 44% the previous year, indicating a steady integration of AI into daily life.
The Forrester study found that only 26% of those surveyed consider themselves knowledgeable about AI. Among those who do not perceive themselves as knowledgeable, a mere 4% expressed trust in AI-generated outputs. Even individuals with higher AI literacy harbor concerns, demonstrating a greater awareness of potential issues such as algorithmic bias and the risk of misinformation.
Generational differences are apparent, with younger Singaporeans showing stronger trust in AI tools for productivity and text creation. Nevertheless, they underscore the importance of transparency and ethical safeguards, reflecting a pragmatic approach rather than uncritical optimism. Knowledge gaps remain a significant barrier, with 19% of online adults reporting low understanding of AI and 55% at an intermediate level. Leslie Joseph, Principal Analyst at Forrester, emphasized, “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.”
Consumer anxieties are primarily focused on personal threats. A staggering 74% of participants cited online scams as a major worry, with deepfakes also frequently mentioned. This strong concern for fraud and deception signals a demand for stronger safeguards and more responsive regulation to ensure personal safety as AI becomes more pervasive.
Trust in institutions varies significantly. Singaporeans are more inclined than their Australian and Indian counterparts to trust their national government, with 41% identifying it as the most credible entity for overseeing AI risk management. Highly regulated sectors like banking and insurance follow, while startups and technology-focused companies receive the lowest trust ratings. This hierarchy underscores the public’s reliance on robust regulatory frameworks and proven track records.
Further reinforcing these findings, a Milieu Insight survey conducted between June 16 and 24, 2025, found that 80% of Singaporeans use AI tools for personal purposes daily. Despite this widespread use, trust remains low for high-stakes advice: only 16% use AI for financial advice, and just 14% for mental health support. The survey highlighted that while one in three respondents admitted to partially replacing a professional service with AI, concerns about misinformation (61% of younger users aged 16-24) and the loss of human touch (51% of those aged 55+) persist.
In the realm of customer service, a Q&A with Sinch, a communications tools provider, revealed that only 4% of Singaporeans would opt for a chatbot for support. Wendy Johnstone, Vice-President for Asia-Pacific at Sinch, stated, “AI is great for scale and speed, but when a conversation gets complex, emotional, or sensitive, people still want to talk to people.” More than half prefer speaking to a real person for urgent issues like suspected fraud.
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To bridge this trust gap, the Forrester report recommends that businesses prioritize trust-building measures. These include continuous consumer education, transparent communication about AI’s uses and limitations, and the implementation of strong security protocols. Organizations that proactively engage with regulators and clearly articulate the value of AI are expected to gain a competitive advantage and foster long-term consumer acceptance in Singapore’s evolving digital economy.
