Malaysians are generally optimistic about the potential of AI to improve mobile services, but they don’t quite trust it yet, as concerns about security, privacy and control over personal data remain high, according to a new study released by Telenor Asia on Wednesday.
The study – commissioned by Telenor Asia and conducted by GWI in August 2024 – found that in terms of excitement over emerging technologies, AI tops the list for 49% of Malaysians, followed by IoT (48%) and robotics (35%), although that enthusiasm is more common among high-income male Gen-Xers. Women appear more skeptical, "being 22% more likely than men to say their mobile is already very efficient without AI integration, and 13% more likely to say they don’t think AI will make much difference in their daily mobile use."
That said, 3 in 4 respondents already use AI tools in their daily lives for things like problem-solving, research and creativity/idea generation. Around 55% of Malaysians said they are excited about the possibilities and efficiency that AI can bring to their daily lives, and are positive about AI’s impact on society.
However, that doesn’t mean they necessarily trust the information that AI generates. Around 50% of respondents said they trust educational content generated by AI, but for categories like financial advice, medical advice, chatbots and threat detection, people are less likely to trust AI-generated content.
That mistrust is partly rooted in concerns over the amount of data harvested for AI and the potential impact on data privacy. Most respondents (97%) said they use at least one privacy measure for their mobile devices, while 66% actually read privacy notices (or at least claim to do so). Yet nearly 4 in 10 respondents said they continue to worry about how companies use their personal data online, with 2 in 3 feeling that they lack control over their personal data.
Meanwhile, many respondents are already aware of the potential security risks of AI as bad actors use AI tools to create more sophisticated cyber attacks. The study lists financial scams, identity theft, data breaches and deepfakes as top security concerns for Malaysians.
On the other hand, 50% of respondents also said they believe AI smart devices can provide enhanced security and stronger data privacy controls, while 55% think AI can make their mobile device more efficient.
Even so, the worries over misuse of personal data and spread of misinformation are very real, which is why trust will be key to acceptance of AI in mobile use cases going forward.
The trust issue raises another key question: whose responsibility is it to build and maintain that trust and ensure responsible usage of AI?
According to the survey, 66% of respondents believe the government is ultimately responsible for ensuring online safety, while 59% said that institutions such as banks and telecom companies also bear some responsibility. Meanwhile, 47% said that responsibility falls on themselves.
Håkon Bruaset Kjøl, SVP head of investment management and Deputy CEO of Telenor Asia, said this finding indicates that a collaborative approach to online safety is needed.
“To maximise the benefits of digital technologies, people need to have trust in the digital world,” he said. “Institutions and individuals have a shared responsibility when it comes to building this trust and equipping people with knowledge and tools to better protect themselves online.”
The study arrives in the wake of Malaysia's data centre investment boom that is being driven in large part by demand for support of hyperscale applications like AI.
Earlier this month, according to Reuters, Malaysia Prime Minister Anwar Ibrahim said his administration plans to create a national cloud policy and develop a regulatory framework to increase adoption of ethical and sustainable AI within the next 12 months. Anwar said the government aims to position Malaysia as a hub for generative AI.
Last month, the Ministry of Science, Technology, and Innovation (MOSTI) launched its National Guidelines on AI Governance and Ethics.
