Sample: 1,000 Italian 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: Italy 64% How moods influence consumer channel choice of consumers who say they prefer in person, except when tired or rushed or in a hurry for an answer 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 27% 79% At least At least 78% 5% 2 2 3 4 72% 7% 4 4 3 2 71% 7% 3 6 3 3 78% 5% 3 3 3 3 74% 6% 3 5 3 2 80% 4% 4 3 2 3 75% 6% 3 4 3 2 24% Expect it now In the next six months 12% In the next 12 months 6% In the future but longer than 12 months 33% Never 31% Repetitive or scripted responses 63% Failure to understand emotional cues 54% Limited understanding of context 53% 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 Italian adults (18+)Country Profile: Italy Source: ServiceNow Consumer Voice Report 2025servicenow.com Tracking a lost or delayed package 9% Scheduling a car service 9% Requesting support or a refund for a faulty product 8% Troubleshooting a home internet connectivity issue 6% Resolving issues with home or phone bills 8% Have not met expectations 67% Are in line with expectations 27% Have surpassed expectations 6% 91% 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 16% They struggle with complex tasks 14% Not trusting the accuracy of responses 13% They feel emotionally disconnected 10% They make errors 9% Disputing a suspicious transaction 39% Closing a bank account after the death of a loved one 36% Providing medical information 33% Replacing a lost or stolen passport 29% Cancelling services or closing down accounts 27%