Sample: 1,000 Irish 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: Ireland 61% How moods influence consumer channel choice of consumers who say they prefer a phone call with a human, except when calm and focused or 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 25% 75% At least At least 88% 2% 3 1 2 2 82% 3% 4 3 2 2 79% 3% 5 2 3 3 89% 2% 3 11 3 83% 2% 5 3 2 3 82% 1% 7 2 3 3 82% 2% 5 3 2 2 42% Expect it now In the next six months 12% In the next 12 months 8% In the future but longer than 12 months 11% Never 27% Repetitive or scripted responses 72% Failure to understand emotional cues 68% Limited understanding of context 64% 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 Irish adults (18+)Country Profile: Ireland Source: ServiceNow Consumer Voice Report 2025servicenow.com Tracking a lost or delayed package 16% Scheduling a car service 13% Requesting support or a refund for a faulty product 11% Troubleshooting a home internet connectivity issue 14% Resolving issues with home or phone bills 11% Have not met expectations 65% Are in line with expectations 27% Have surpassed expectations 8% 95% 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 13% They struggle with complex tasks 16% Not trusting the accuracy of responses 16% They feel emotionally disconnected 13% They make errors 10% Disputing a suspicious transaction 44% Closing a bank account after the death of a loved one 46% Providing medical information 43% Replacing a lost or stolen passport 42% Cancelling services or closing down accounts 32%