servicenow.com Source: ServiceNow Consumer Voice Report 2025 Sample: 1,000 Belgian 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: Belgium 65% 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 32% 71% At least At least 86% 3% 2 2 3 3 80% 5% 3 3 2 2 76% 5% 5 2 4 2 84% 3% 3 1 2 3 78% 4% 5 3 4 2 86% 1% 4 2 2 2 78% 5% 5 2 2 2 38% Expect it now In the next six months 11% In the next 12 months 9% In the future but longer than 12 months 10% Never 32% Repetitive or scripted responses 57% Failure to understand emotional cues 51% Limited understanding of context 47% Source: ServiceNow Consumer Voice Report 2025servicenow.com 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 Sample: 1,000 Belgian adults (18+)Country Profile: Belgium Tracking a lost or delayed package 12% Scheduling a car service 7% Requesting support or a refund for a faulty product 9% Troubleshooting a home internet connectivity issue 8% Resolving issues with home or phone bills 9% Have not met expectations 73% Are in line with expectations 20% Have surpassed expectations 7% 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 17% They struggle with complex tasks 11% Not trusting the accuracy of responses 14% They feel emotionally disconnected 12% They make errors 12% Disputing a suspicious transaction 43% Closing a bank account after the death of a loved one 36% Providing medical information 39% Replacing a lost or stolen passport 35% Cancelling services or closing down accounts 29%