Sample: 1,000 UAE 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: UAE 76% 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 22% 84% At least At least 79% 2% 6 3 4 4 69% 4% 8 6 6 2 68% 3% 8 6 6 4 81% 2% 6 4 4 3 70% 3% 7 6 8 4 76% 2% 8 4 4 3 70% 4% 8 5 6 3 58% Expect it now In the next six months 19% In the next 12 months 10% In the future but longer than 12 months 6% Never 7% Repetitive or scripted responses 64% Failure to understand emotional cues 54% Limited understanding of context 51% 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 UAE adults (18+)Country Profile: UAE Source: ServiceNow Consumer Voice Report 2025servicenow.com Tracking a lost or delayed package 24% Scheduling a car service 23% Requesting support or a refund for a faulty product 20% Troubleshooting a home internet connectivity issue 20% Resolving issues with home or phone bills 24% Have not met expectations 47% Are in line with expectations 34% Have surpassed expectations 19% 93% 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 7% They struggle with complex tasks 14% Not trusting the accuracy of responses 13% They feel emotionally disconnected 7% They make errors 9% Disputing a suspicious transaction 18% Closing a bank account after the death of a loved one 15% Providing medical information 15% Replacing a lost or stolen passport 18% Cancelling services or closing down accounts 11%