- More than two in three British say that AI does not include emotional signals
- Only 3% would trust AI with sensitive tasks
- We always prefer to talk to human agents
New research has emerged suggesting that, although artificial intelligence does an excellent job to improve productivity in the workplace, it is not so good to adapt to regional differences.
ServiceNow found that the United Kingdom is the most skeptical country of EMEA AI, with more than two thirds (69%) indicating that AI chatbots do not understand emotional signals such as tone and frustration.
Almost as much (68%) have noted that the AI had not met expectations in the past five years, with only 55% believing that AI will eventually detect emotions and will fill the gap of the human machine.
AI does not understand how humans still speak
The report discovers how humans want to collaborate with AI rather than feeling threatened by it, but so far, this has not turned out to be such a useful tool for personal problems. Only 3% would trust AI with emotionally sensitive tasks such as the closure of a bank account after a death.
This preference for a more man -oriented approach has led to what ServiceNow describes as double standards – although long maintenance times (59%) and information repetition (46%) are key pain in customer service when they speak with human agents, many always prefer to talk to them more quickly about AI.
The difference is even more important among older generations, the youngest consumers are more likely to believe that AI could evolve and fill this gap.
Currently, the greatest value of AI is the automation of administrative tasks, such as monitoring packages and car planning services.
President EMEA of ServiceNow, Cathy Mauzaize, explained: “Consumers have finished with an offensive service. AI must evolve to anticipate needs and work with human agents, not replace them.”
For the future, the report calls on AI developers to take into account emotional conscience, focusing on human-machine collaboration.
