Nearly half of UAE users disappointed with chatbot interactions; ServiceNow urges human-AI synergy for better CX outcomes
Despite the rapid adoption of AI in customer service, nearly 47% of UAE consumers say their interactions with AI chatbots have not met expectations, according to the latest ServiceNow Consumer Voice Report 2025. The research, based on a survey of 1,000 UAE adults, reveals a widening gap between technological advancement and emotional intelligence (EQ) in AI.
68% of respondents still prefer interacting with humans over machines for customer support, with 54% saying AI is more likely to misread emotional cues. Misunderstandings of context, slang, and idioms are also seen as distinctly AI flaws by over half of UAE consumers.
“AI must evolve beyond automation. It has to become a true partner to the human agent,” said William O’Neill, Area VP, UAE at ServiceNow.
“Consumers don’t want less AI — they want smarter AI that understands them, adapts, and works alongside people.”
— William O’Neill, Area VP, UAE, ServiceNow
While AI is appreciated for handling simple tasks—like tracking packages or booking appointments—trust falls sharply in high-stakes scenarios. Only 13% trust AI to handle suspicious bank transactions, while 43% would rather resolve such issues in-person.
Yet the findings show consumers don’t reject AI entirely. 76% expect brands to offer good chatbot services, and 85% want the option for self-service problem-solving—indicating a demand for smarter, more responsive AI systems.
O’Neill emphasized that the future of customer experience lies at the “intersection of AI and EQ,” urging companies to empower AI with data, emotional context, and tighter integration with human support agents.
