7% Sample: 1,000 adults (18+) surveyed in Canada between January 10th - 17th 2025 servicenow.com Repetitive or scripted responses Failure to understand emotional cues 63% 58% Source: ServiceNow Consumer Voice Report 2025 Canada Findings When consumers expect AI to pick up on and adapt to their mood Top factors that make consumers think they’re speaking to AI AI chatbots to pick up on emotions by the end of the year Voice assistants to pick up on emotions by the end of the year 64% 66% 7% 8% 7% of consumers see the importance of a good chatbot service of consumers say they prefer a phone call with a human, except when tired 62% 75% 75% At least At least In-Person AI chatbot Voice assistant Social media Self-servicePhone with human Live chat with human Email Calm and focused: Impatient and frustrated: Rushed or in a hurry for an answer: Confident and in control: Confused or uncertain: How moods influence consumer channel choice C ha nn el Tired: Upset: Limited understanding of context 55% of consumers see barriers when using each type of channel 26% 23% 21% 29% 22% 16% 22% 5 22% 22% 30% 33% 36% 30% 35% 25% 33% 2 10 4 14% 11% 13% 13% 11% 12% 14% 11% 9% 11% 11% 20% 4 12%12% 12222423 23443344 3 5 5 3 5 5 4 4 Canada Findings 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 The activities consumers would never trust AI chatbots with Have not met expectations Are in line with expectations Have surpassed expectations Tracking a lost or delayed package Scheduling a car service Requesting support or a refund for a faulty product Troubleshooting a home internet connectivity issue Resolving issues with home or phone bills 16% 14% 11% 13% 11% 69% 25% 7% servicenow.com Disputing a suspicious transaction Closing a bank account after the death of a loved one Providing medical information Replacing a lost or stolen passport Cancelling services or closing down accounts 8% 7% 8% 7% 11% of consumers report experiencing barriers when using an AI chatbot. The top reasons they avoid them include: They feel impersonal or unengaging 15% They struggle with complex tasks 15% Not trusting the accuracy of responses 14% They make errors 11% Source: ServiceNow Consumer Voice Report 2025 94% Sample: 1,000 adults (18+) surveyed in Canada between January 10th - 17th 2025