Sample: 2,000 French 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: France 61% How moods influence consumer channel choice of consumers who say they prefer a phone call with a human, except when confident and in control 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 servicenow.com Source: ServiceNow Consumer Voice Report 2025 26% 73% At least At least 84% 5% 2 2 3 2 77% 6% 4 3 3 2 74% 6% 5 3 3 1 84% 4% 3 1 3 1 78% 5% 5 3 3 2 85% 3% 4 2 3 1 78% 5% 3 3 3 2 21% Expect it now In the next six months 13% In the next 12 months 9% In the future but longer than 12 months 7% Never 28% Repetitive or scripted responses 61% Failure to understand emotional cues 55% Limited understanding of context 52% 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: 2,000 French adults (18+)Country Profile: France Source: ServiceNow Consumer Voice Report 2025servicenow.com Tracking a lost or delayed package 10% Scheduling a car service 7% Requesting support or a refund for a faulty product 7% Troubleshooting a home internet connectivity issue 9% Resolving issues with home or phone bills 7% Have not met expectations 70% Are in line with expectations 23% 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 14% They struggle with complex tasks 13% Not trusting the accuracy of responses 14% They feel emotionally disconnected 13% They make errors 9% Disputing a suspicious transaction 39% Closing a bank account after the death of a loved one 37% Providing medical information 37% Replacing a lost or stolen passport 31% Cancelling services or closing down accounts 31%