Sample: 1,000 Nat Rep Mexican AdultsCountry Profile: Mexico 33% 76% 15% How moods influence consumer channel choice of Mexican consumers prefer a phone call with a human when in a hurry - a shift from their usual top choice of in-person interaction for all other emotions. of consumers expect AI chatbots to detect emotion by year-end of consumers say AI's emotional disconnect is the biggest barrier to use servicenow.com Source: ServiceNow Consumer Voice Report Latam 2025 Calm and focused: Impatient or frustated: Confident and in control: Rushed or in a hurry for an answer: Confused or uncertain: Tired: Upset: In person Phone with human Live chat with human E-mail AI chat Voice assistant Social media Self-service No preference or wouldn’t contact the business 20% 23% 24% 30% 85% 36% 31% 42%43% 36% 31% 43% 32% 27% 40% 4% 8% 4% 3% 6% 7% 7% 24% 20% 33% 24% 23% 21% 21% 8% 9% 8% 8% 10% 11% 5% 6% 7% 5% 8% 7% 11% 6% 4% 7% 7% 4% 9% 6% 7% 3% 5% 4% 3% 5% 6% 5% 5% 6% 4% 5% 5% 8% 5% 3% 3% 3% 3% 3% 3% When consumers expect AI chatbots to pick up on and adapt to their mood 59% Expect this to happen now, and it does Expect this to happen now, but it does not 16% Expect this to happen in the next 6 months 9% Expect this to happen in the next 12 months 5% Expect this to happen in the future, but longer than 12 months 3% N/A – Never expect this to adapt to my mood 8% Top factors that make consumers think they’re speaking to AI Misunderstanding slang, idioms, or informal language 42% Repetitive or scripted responses 62% Failure to understand emotional cues 59% Limited understanding of context 55% The activities consumers would never trust AI chatbots with Source: ServiceNow Consumer Voice Report Latam 2025servicenow.com 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 94% of consumers report experiencing barriers when using an AI chatbot. The top reasons they avoid them include: Country Profile: Mexico Sample: 1,000 Nat Rep Mexican Adults Tracking a lost or delayed package 47% Schedule a car service appointment 46% Asking for more information 45% Resolving issues on your utilities / internet 45% Troubleshooting a home internet connectivity issue 44% Surpasses expectations 14% Closing a bank account after the death of a loved one 30% Disputing a suspicious transaction on your bank account 30% Fails expectations 18% Below expectations 35% In line with expectations 32% AI feeling emotionally disconnected 15% Struggling to handle complex tasks 13% Not trusting the accuracy of its response 12% Replacing a lost or stolen passport 26% Providing medical information or checking the status of a medical test result Cancelling services/closing down accounts due to a change in circumstances 22% 24% It feels impersonal or unengaging Concerns about data privacy and security 10% 11%