Sample: 1,000 Austrian adults (18+) Calm and focused: Impatient and frustrated: Rushed or in a hurry for an answer: Confident and in control: Confused or uncertain: Tired: Upset: Person AI chatbot Voice assistant Social media Self-service No preference or wouldn’t contact the business Country Profile: Austria 49% How moods influence consumer channel choice of consumers say they prefer a phone call with a human, except when tired of consumers see the importance of a good chatbot service of consumers see barriers when using each type of channel When consumers expect AI chatbots to pick up on and adapt to their mood Top factors that make consumers think they’re speaking to AI Source: ServiceNow Consumer Voice Report 2025servicenow.com 29% 84% At least At least 86% 2% 2 1 2 4 77% 5% 4 3 3 3 69% 7% 5 3 5 3 84% 3% 3 1 3 3 75% 4% 6 2 3 3 74% 4% 6 3 4 4 76% 4% 5 3 3 4 45% Expect it now In the next six months 9% In the next 12 months 7% In the future but longer than 12 months 6% Never 33% Repetitive or scripted responses 67% Failure to understand emotional cues 62% Limited understanding of context 56% Top activities consumers trust AI chatbots with The activities consumers would never trust AI chatbots with What consumers say about the effectiveness of AI chatbots Source: ServiceNow Consumer Voice Report 2025 Sample: 1,000 Austrian adults (18+)Country Profile: Austria servicenow.com Tracking a lost or delayed package 12% Scheduling a car service 12% Requesting support or a refund for a faulty product 11% Troubleshooting a home internet connectivity issue 10% Resolving issues with home or phone bills 11% Have not met expectations 74% Are in line with expectations 20% Have surpassed expectations 6% 92% of consumers report experiencing barriers when using an AI chatbot. The top reasons they avoid them include: Top barriers to consumers using AI chatbots for customer service They feel impersonal or unengaging 20% They struggle with complex tasks 14% Not trusting the accuracy of responses 9% They feel emotionally disconnected 11% They make errors 12% Disputing a suspicious transaction 47% Closing a bank account after the death of a loved one 43% Providing medical information 38% Replacing a lost or stolen passport 41% Cancelling services or closing down accounts 33%