Sample: 2,000 UK 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: United Kingdom 54% 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 26% 63% At least At least 82% 5% 3 1 2 5 76% 6% 4 2 2 2 72% 6% 6 2 2 4 81% 6% 3 11 5 79% 4% 5 2 2 5 76% 4% 7 1 2 6 79% 5% 5 1 2 3 29% Expect it now In the next six months 9% In the next 12 months 8% In the future but longer than 12 months 10% Never 45% Repetitive or scripted responses 71% Failure to understand emotional cues 69% Limited understanding of context 67% 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 UK adults (18+)Country Profile: United Kingdom Source: ServiceNow Consumer Voice Report 2025servicenow.com Tracking a lost or delayed package 15% Scheduling a car service 13% Requesting support or a refund for a faulty product 10% Troubleshooting a home internet connectivity issue 13% Resolving issues with home or phone bills 11% Have not met expectations 68% Are in line with expectations 27% Have surpassed expectations 5% 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 12% They struggle with complex tasks 19% Not trusting the accuracy of responses 17% They feel emotionally disconnected 11% They make errors 11% Disputing a suspicious transaction 45% Closing a bank account after the death of a loved one 39% Providing medical information 42% Replacing a lost or stolen passport 37% Cancelling services or closing down accounts 33%