Sample: 2,000 Dutch 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: Netherlands 60% 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 24% 70% At least At least 70% 6% 3 1 3 7 66% 6% 4 2 2 3 60% 8% 6 2 4 5 71% 6% 2 2 2 7 63% 17% 5 2 3 4 65% 6% 8 2 3 8 68% 15% 5 2 2 5 32% Expect it now In the next six months 14% In the next 12 months 11% In the future but longer than 12 months 13% Never 30% Repetitive or scripted responses 64% Failure to understand emotional cues 61% Limited understanding of context 55% 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 Dutch adults (18+)Country Profile: Netherlands Source: ServiceNow Consumer Voice Report 2025servicenow.com Tracking a lost or delayed package 14% Scheduling a car service 13% Requesting support or a refund for a faulty product 10% Troubleshooting a home internet connectivity issue 10% Resolving issues with home or phone bills 10% Have not met expectations 74% Are in line with expectations 20% 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 21% They struggle with complex tasks 14% Not trusting the accuracy of responses 10% They feel emotionally disconnected 15% They make errors 10% Disputing a suspicious transaction 43% Closing a bank account after the death of a loved one 37% Providing medical information 43% Replacing a lost or stolen passport 36% Cancelling services or closing down accounts 22%