Sample: 1,000 Nat Rep Brazilian AdultsCountry Profile: Brazil In person Phone with a human Live chat with a human Email AI Chatbot Voice assistants Social media Self-service 84% 78% How moods influence consumer channel choice of consumers say they prefer a phone call with a human of consumers consider the accuracy of the information and solutions offered to be the most important factor in customer service When consumers expect AI chatbots to pick up on and adapt to their mood servicenow.com Source: ServiceNow Consumer Voice Report 2025 No preference or wouldn’t contact the business Top factors that make consumers think they’re speaking to AI Repetitive or scripted responses 72% Failure to understand emotional cues 65% Limited understanding of context 58% Calm and focused: Impatient and frustrated: Rushed or in a hurry for an answer: Confident and in control: Confused or uncertain: Tired: Upset: 21% 5%27% 16% 9 5 3 8 7 18% 8%30% 12% 8 6 5 7 5 20% 3%36% 14% 7 7 3 4 6 23% 4%27% 16% 5 4 3 7 6 16% 7%31% 14% 8 7 5 5 7 8%27% 14% 12 7 5 9 6 13% 16% 8%28% 14% 9 5 7 7 6 In the next 12 months 4% In the future, but longer than 12 months 3% Never 10% Expect it now, and it does 52% Expect it now, and it does not 23% In the next 6 months 8% Country Profile: Brazil Source: ServiceNow Consumer Voice Report 2025servicenow.com Top activities consumers trust AI chatbots with What consumers say about the effectiveness of AI chatbots Top barriers to consumers using AI chatbots for customer service 93% of consumers report experiencing barriers when using an AI chatbot. The top reasons they avoid them include Sample: 1,000 Nat Rep Brazilian Adults The activities consumers would never trust AI chatbots with Closing a bank account after the death of a loved one 29% Disputing a suspicious transaction 28% Providing medical information 28% They feel impersonal or unengaging 12% They struggle with complex tasks 13% Not trusting the accuracy of responses 13% They feel emotionally disconnected 13% Tracking a lost or delayed package 22% Scheduling a car service 17% Requesting support or a refund for a faulty product 19% Troubleshooting a home internet connectivity issue 17% Replacing a lost or stolen passport 27% Have not met expectations 16% Are in line with expectations 35% Have surpassed expectations 16%