Twilio: AI memory gaps are damaging customer trust in Asia-Pacific

Twilio's 2026 Customer Insights Series found that 70% of Asia-Pacific consumers abandoned an AI agent mid-interaction due to "AI amnesia", and 5% ended their relationship with a brand. While 84% of brands believe their AI agents recognise returning customers, 70% of consumers say they must start from scratch.

• 70% of APAC consumers stopped using an AI agent mid-interaction over lost context
• 84% of brands say their AI recognises customers, but 70% of consumers start from scratch
• 65% of consumers repeat information when transferred from AI to a human agent
• APAC firms expect AI to handle 65% of service interactions by 2027, up from 52% today