The latest Consumer Voice Report 2025 from ServiceNow paints a clear picture of changing consumer expectations in Ireland when it comes to AI in customer service. The report reveals that consumers in Ireland no longer view AI as impressive simply for completing tasks. People now expect AI to engage on a more human level - capable of understanding not just requests, but the emotional context behind them.

"Business leaders across EMEA risk being left behind if they fail to embrace the collaboration between AI and human expertise. Consumers are no longer satisfied with disconnected, inefficient service. They expect AI to streamline interactions, anticipate their needs, and complement human agents, not replace them. The companies that successfully integrate AI with human-driven customer service will not only improve efficiency but also build stronger, more trusted customer relationships," said Cathy Mauzaize, President, EMEA at ServiceNow.

Consumers in Ireland are among the region's leaders in their ability to detect when an interaction is AI-powered, with 68% saying that AI chatbots, while efficient, often come across as emotionless. Less than a quarter (23%) of respondents recognise this trait as typical of human service, making the need for emotionally intelligent AI systems more critical than ever.

"Consumer sentiment in Ireland echoes what we're seeing across the EMEA region," said Paul Turley, Senior Director, ServiceNow Ireland. "Customers want quick response and resolution speeds. However, the majority also feel that, as it stands, AI's emotional sensitivity is lacking, and there's a very real expectation that this gap should close in the near future. Businesses need to realise that consumers are pushing for systems that don't just "solve" but "understand" - demanding more advanced technologies such as agentic AI that offer seamless, empathetic, and adaptive experiences."

Closing the AI-human gap

Despite some worries, there is a belief that AI will eventually catch up. Across EMEA, 71% of consumers are optimistic that AI will gain the ability to understand emotions. This optimism is even greater in Ireland, with 73% believing the gap between human and machine interactions will close.

Age plays a major role in shaping these attitudes toward AI. While 14% of younger consumers (ages 18-34) in Ireland think AI will never emotionally understand humans, this number jumps dramatically to four in ten (41%) among those aged 55 and over.

This scepticism plays out in how consumers choose to interact with customer service. Even though human-led support often causes frustration, such as long wait times (58%) and having to repeat information (45%), more than a quarter of Irish consumers still prefer speaking with a real person on the phone over other channels.

Consumer behavior presents an intriguing paradox when it comes to AI and human interaction. While AI aims to bring efficiency and speed, consumers still tend to prefer human interaction for complex or sensitive conversations. This paradox suggests a disconnect between what people want and what they trust, sparking further engagement and discussion.

Trust depends on the task

Trust in AI is not universal and is heavily dependent on the task at hand. In Ireland, consumers primarily use AI for routine, low-stakes tasks such as scheduling a car service (13%) or tracking a delivery (16%). However, trust significantly declines when it comes to emotionally sensitive or high-risk scenarios. For instance, only 4% of consumers in Ireland would feel comfortable allowing AI to close a deceased loved one's bank account, and just 5% would trust AI to handle a disputed financial transaction.

A growing number of consumers who don't currently trust AI to handle sensitive tasks say they would reconsider within the next three years. Notably, 29% of UK respondents who wouldn't currently trust AI to dispute a suspicious transaction believe they will be open to it shortly - a 24-point increase. Among...