Sample: 1,000 Swiss 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: Switzerland 56% 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 29% 80% At least At least 85% 3% 3 2 2 3 79% 4% 4 2 3 2 73% 4% 5 4 4 2 86% 2% 3 2 2 3 76% 3% 6 2 3 3 81% 2% 5 2 2 3 79% 3% 4 3 3 2 46% Expect it now In the next six months 11% In the next 12 months 7% In the future but longer than 12 months 7% Never 30% Repetitive or scripted responses 63% Failure to understand emotional cues 57% Limited understanding of context 52% 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 Swiss adults (18+)Country Profile: Switzerland Source: ServiceNow Consumer Voice Report 2025servicenow.com Tracking a lost or delayed package 14% Scheduling a car service 11% Requesting support or a refund for a faulty product 10% Troubleshooting a home internet connectivity issue 11% Resolving issues with home or phone bills 10% Have not met expectations 70% Are in line with expectations 23% Have surpassed expectations 7% 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 13% Not trusting the accuracy of responses 11% They feel emotionally disconnected 10% They make errors 13% Disputing a suspicious transaction 43% Closing a bank account after the death of a loved one 37% Providing medical information 34% Replacing a lost or stolen passport 36% Cancelling services or closing down accounts 30%