Bridging the Gap: The Future of AI in Customer Experience

Understanding Consumer Expectations

In a rapidly evolving digital landscape, businesses are continuously navigating the complexities of customer expectations, especially in the burgeoning realm of artificial intelligence (AI). Recent findings from the ServiceNow Consumer Voice Report 2025 shed light on these dynamics, revealing a significant gap between consumer hopes and reality. This comprehensive survey, which engaged more than 17,000 participants across 13 countries—including 1,000 from the UAE—illuminates the growing demand for a more emotionally intelligent approach to AI in customer experience (CX).

The Emotional Disconnect

Despite the remarkable advancements in AI technology, a substantial 68% of UAE consumers prefer human interaction for customer support. This preference highlights a critical issue: the perceived emotional intelligence—and lack thereof—in AI systems. The report indicates that over half of respondents believe AI struggles to comprehend emotional cues and context, with 54% associating the failure to read emotions more closely with AI than human agents. Such sentiments were echoed by William O’Neill, Area Vice President at ServiceNow for the UAE and GCC, who stressed the necessity for AI to evolve beyond being a mere support tool to becoming a valuable partner to human agents.

“The key takeaway for business leaders is that AI can no longer be just another customer service tool; it has to be an essential partner to the human agent," O’Neill remarked. "Consumers no longer want AI that just gets the job done; they want AI that understands them.”

Navigating Trust in AI

The trust gap surrounding AI is particularly pronounced when dealing with complex or urgent requests. While 23% of consumers reported confidence in AI chatbots for scheduling routine tasks like car service appointments, that percentage plummets to just 13% for sensitive matters, such as disputing suspicious bank transactions. O’Neill pointed out the dichotomy in consumer sentiment: “For low-risk tasks, AI is welcomed; but for anything that requires nuanced understanding, consumers recoil from the idea of relying solely on technology.”

This skepticism extends to scenarios many consider crucial, such as troubleshooting home internet issues. A mere 20% of consumers would opt for AI assistance, preferring to interact with a human on the phone. This highlights a key area for improvement, as the emotional and contextual understanding that humans bring remains irreplaceable in high-stakes situations.

The Role and Promise of AI

Interestingly, the report suggests that while many consumers express frustration with AI, they also recognize its potential as an indispensable part of customer service. Almost half of the respondents reported that their interactions with AI chatbots fell short of expectations. However, when asked about ideal features, 90% indicated that seamless service is non-negotiable, while 76% expressed a desire for effective chatbot solutions.

Moreover, 85% of consumers expect the option for self-service problem-solving, signaling a significant opportunity for businesses to harness AI insights and data analysis to preemptively address customer needs. O’Neill commented on this evolving landscape, stating, “While AI in customer service is currently falling short of consumer expectations, it is not failing. Rather, it is evolving.”

The Path Forward: Evolving AI for Better Customer Relationships

Looking ahead, the imperative for businesses is clear: refine their AI strategies to enhance emotional intelligence, adaptability, and seamless integration with human agents. The call is for a smarter, more responsive AI that not only serves the immediate needs of customers but anticipates their future demands. “Consumers do not want less AI—they want AI that works smarter,” O’Neill urged. “Understanding pain points is essential for transforming AI from a frustrating barrier into a trusted ally.”

As organizations work to bridge this gap, aligning AI capabilities with human emotional intelligence could redefine customer interactions across industries. The challenge lies in not just adopting AI technologies, but in creating a cohesive customer experience that marries the efficiency of AI with the warmth of human understanding. This evolution is pivotal for businesses aspiring to not just meet but exceed the expectations of their consumers in an increasingly complex digital landscape.