ServiceNow Reveals 2025 Consumer Voice Report
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ServiceNow, the AI platform for business transformation, has released the ServiceNow Consumer Voice Report 2025.
Now in its third year, the report surveyed 17,000 adults across 13 EMEA countries, including 1,000 respondents from the UAE. It explored how consumers view AI's role in customer experience.
The findings revealed that despite the rise of AI in customer service, many UAE consumers still prefer human interaction. In fact, 68% said they favor speaking with people over AI for customer support.
ServiceNow reported that this is largely due to AI's perceived lack of emotional intelligence. 54% said AI is more likely to miss emotional cues
51% believe AI struggles with context and informal language
64% said scripted responses are mostly associated with AI
William O'Neill, Area VP, UAE at ServiceNow, stated that AI must now evolve beyond being just another support tool. He noted that customers expect AI to understand them emotionally, not just complete tasks.
The report also revealed a clear trust gap when it comes to AI handling complex or sensitive issues.
For simple tasks, UAE consumers show more acceptance: 23% trust AI for scheduling car service
24% are fine using chatbots to track lost packages
However, only 13% would trust AI to handle a suspicious bank transaction. Instead, 43% would prefer to speak with a human.
Similarly, only 20% would rely on AI to fix home internet issues. Half of the respondents preferred a phone call with a human agent.
ServiceNow reported that 47% of UAE consumers feel AI chatbots still fall short of expectations.
Yet, the report confirmed that consumers see AI as essential for top-tier customer experiences.
According to the findings, UAE consumers expect: Seamless service (90%)
Quick responses (89%)
Accurate information (88%)
In addition, 76% said companies should offer quality chatbot support. Meanwhile, 85% want self-service tools that help solve problems independently.
O'Neill added that AI is not failing but evolving. He emphasized that businesses must enhance AI with data, emotional awareness, and human collaboration.
He concluded that customers don't want less AI, they want smarter AI.
By resolving pain points, ServiceNow reported, companies can turn AI into a trusted ally.
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