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posted on May. 28, 2025 at 3:18 pmMay 28, 2025

Why 50% of UAE consumers say AI is not meeting CX expectations

posted on May. 28, 2025 at 3:18 pmMay 28, 2025

"There is an opportunity for businesses to refine AI by empowering it with the right information, making it more adaptive, emotionally aware, and seamlessly integrated with human agents," ServiceNow's William O’Neill said.

UAE consumers overwhelmingly prefer to interact with people for customer support, especially given that they don’t feel AI is meeting their customer experience (CX) expectations, according to the newly released ServiceNow Consumer Voice Report 2025.

Now in its third year, the report, which surveyed 17,000 adults across 13 countries in the EMEA region — including 1,000 in the UAE — explores consumer expectations when it comes to AI’s role in customer experience (CX).

Despite rapid advancements in artificial intelligence and its widespread use in customer service, 68 per cent of UAE consumers stated that they prefer to interact with people for customer support, while more than 50 p

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Tags:AI AI agents Artificial Intelligence Chatbots context contextual AI Customer Experience customer service emotional cues emotional intelligence EQ repetitive responses scripted responses ServiceNow ServiceNow Consumer Voice Report William O’Neill

the authorAnup Oommen

Anup Oommen is the Editor of Campaign Middle East at Motivate Media Group, a well-reputed moderator, and a multiple award-winning journalist with more than 15 years of experience at some of the most reputable and credible global news organisations, including Reuters, CNN, and Motivate Media Group. As the Editor of Campaign Middle East, Anup heads market-leading coverage of advertising, media, marketing, PR, events and experiential, digital, the wider creative industries, and more, through the brand’s digital, print, events, directories, podcast and video verticals. As such he’s a key stakeholder in the Campaign Global brand, the world’s leading authority for the advertising, marketing and media industries, which was first published in the UK in 1968.