Majority of consumers worry about keeping pace with AI

Gen Z leads with 100% adoption, yet 66% fear falling behind.

More than half of Hong Kong consumers are concerned about keeping pace with the rapid evolution of artificial intelligence (AI), even as the technology becomes part of their daily lives, according to a Citi Hong Kong survey.

AI adoption stands at 92%, yet 52% of respondents said they worry about falling behind.

The tension is sharpest amongst younger consumers, in what Citi calls the “Generation Z paradox.”

Whilst AI adoption amongst Gen Z has reached 100%, about 66% are concerned over keeping up with developments, the highest level across all generations surveyed.

Citi said consumers continue to view human expertise as an essential pillar of financial decision-making.

Amongst respondents in the emerging affluent segment, 77% prefer AI to inform or recommend actions, whilst only 4% allow AI to manage investments entirely on its own.

This sharp contrast suggests that consumers expect AI to augment rather than replace the existing advice model, according to the bank.

“AI is no longer a future concept. It is becoming an integral part of how we learn, plan and make decisions,” said Sarah O, head of digital growth & cards and unsecured lending sales at Citi.

“As adoption continues to accelerate, the opportunity is to harness AI in ways that make everyday experiences more relevant, seamless and meaningful, while maintaining the human judgment and trust that people value,” she added.

Amongst consumers who have used AI-powered shopping tools, 73% reported being satisfied with their experience, suggesting that practical, positive interactions are building consumer confidence in the technology.

More than half (53%) said they would be willing to try agentic commerce, where AI completes actions and transactions on consumers’ behalf, within the next 12 months. This figure rises to 71% amongst high-net-worth individuals.

Citi said broader adoption will depend on addressing concerns around security, information accuracy, and potential bias.

The findings suggest that the next phase of adoption will depend less on technology itself and more on trust, the bank added.

The survey was conducted online and completed in early September, amongst 1,053 respondents aged 21 to 69.

Respondents were primary or joint decision-makers for their investment and wealth management activities and had invested in wealth management products within the past 12 months.