Sample: 1,000 Saudi Arabian 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: Saudi Arabia 82% 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 20% 82% At least At least 76% 3% 4 3 8 4 66% 5% 6 5 9 4 63% 5% 8 5 10 4 79% 3% 4 2 6 4 67% 5% 6 4 8 5 73% 3% 8 4 7 3 69% 5% 6 5 8 3 59% Expect it now In the next six months 18% In the next 12 months 11% In the future but longer than 12 months 4% Never 8% Repetitive or scripted responses 60% Failure to understand emotional cues 51% Limited understanding of context 44% 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 Saudi Arabian adults (18+)Country Profile: Saudi Arabia Source: ServiceNow Consumer Voice Report 2025servicenow.com Tracking a lost or delayed package 18% Scheduling a car service 16% Requesting support or a refund for a faulty product 12% Troubleshooting a home internet connectivity issue 13% Resolving issues with home or phone bills 16% Have not met expectations 43% Are in line with expectations 39% Have surpassed expectations 18% 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 6% They struggle with complex tasks 12% Not trusting the accuracy of responses 15% They feel emotionally disconnected 9% They make errors 7% Disputing a suspicious transaction 17% Closing a bank account after the death of a loved one 14% Providing medical information 11% Replacing a lost or stolen passport 13% Cancelling services or closing down accounts 9%