Sample: 2,000 German 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: Germany 53% 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 servicenow.com Source: ServiceNow Consumer Voice Report 2025 28% 83% At least At least 81% 3% 4 2 3 5 72% 5% 4 3 3 3 63% 8% 5 4 4 3 80% 3% 3 2 3 4 69% 5% 8 4 3 3 69% 5% 7 4 3 5 72% 5% 6 3 4 3 47% Expect it now In the next six months 10% In the next 12 months 7% In the future but longer than 12 months 7% Never 29% Repetitive or scripted responses 68% Failure to understand emotional cues 58% Limited understanding of context 54% 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 German adults (18+)Country Profile: Germany Source: ServiceNow Consumer Voice Report 2025servicenow.com Tracking a lost or delayed package 14% Scheduling a car service 14% Requesting support or a refund for a faulty product 13% Troubleshooting a home internet connectivity issue 10% Resolving issues with home or phone bills 11% Have not met expectations 68% Are in line with expectations 25% Have surpassed expectations 7% 90% 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 12% Not trusting the accuracy of responses 10% They feel emotionally disconnected 10% They make errors 11% Disputing a suspicious transaction 40% Closing a bank account after the death of a loved one 39% Providing medical information 34% Replacing a lost or stolen passport 34% Cancelling services or closing down accounts 31%