More than two in three Brits say AI doesn’t understand emotional cuesOnly 3% would trust AI with sensitive tasksWe still prefer to talk to human agents<\/p>\n
New research has emerged suggesting that, while artificial intelligence does a great job of improving productivity in the workplace, it’s not so good at adapting to regional differences.<\/p>\n
ServiceNow found that the UK is the most AI-skeptical country within EMEA, with more than two-thirds (69%) stating that AI chatbots fail to understand emotional cues like tone and frustration.<\/p>\n
Nearly as many (68%) noted that AI hasn’t met expectations in the past five years, with only 55% believing AI will eventually detect emotions and bridge the human-machine gap.<\/p>\n
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The report uncovers how humans want to collaborate with AI rather than feel threatened by it, however so far it’s proving not to be such a useful tool when it comes to personal issues. Only 3% would trust AI with emotionally sensitive tasks like closing a bank account after a death.<\/p>\n
This preference for a more human-centric approach has resulted in what ServiceNow describes as double standards \u2013 although long hold times (59%) and information repetition (46%) are key pain points for customer service when speaking with human agents, many still prefer to speak with them over faster AI alternatives.<\/p>\n
The difference is even bigger among older generations, with younger consumers more likely to believe that AI could evolve and plug that gap.<\/p>\n
At the moment, AI’s biggest value is in automating administrative tasks, like tracking packages and scheduling car services.<\/p>\n
ServiceNow EMEA President Cathy Mauzaize explained: “Consumers are done with disconnected service. AI must evolve to anticipate needs and work with human agents, not replace them.”<\/p>\n
Looking ahead, the report calls for AI developers to factor in emotional awareness, focusing on human-machine collaboration.<\/p>\n
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