Sample: 1,000 Swedish 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: Sweden 51% 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 31% 72% At least At least 80% 3% 3 1 3 7 73% 6% 5 3 3 4 68% 6% 6 2 4 7 78% 4% 4 2 3 8 72% 5% 7 2 3 6 77% 3% 7 2 3 5 73% 5% 6 3 4 5 38% Expect it now In the next six months 11% In the next 12 months 8% In the future but longer than 12 months 9% Never 34% Repetitive or scripted responses 64% Failure to understand emotional cues 64% Limited understanding of context 61% 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 Swedish adults (18+)Country Profile: Sweden Source: ServiceNow Consumer Voice Report 2025servicenow.com Tracking a lost or delayed package 12% Scheduling a car service 13% Requesting support or a refund for a faulty product 9% Troubleshooting a home internet connectivity issue 10% Resolving issues with home or phone bills 9% Have not met expectations 77% Are in line with expectations 17% 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 18% They struggle with complex tasks 16% Not trusting the accuracy of responses 16% They feel emotionally disconnected 9% They make errors 11% Disputing a suspicious transaction 47% Closing a bank account after the death of a loved one 44% Providing medical information 42% Replacing a lost or stolen passport 42% Cancelling services or closing down accounts 31%