UAE Consumers Express Discontent with AI in Customer Service
A study reveals that the majority of UAE consumers still prefer human interaction over AI for customer support.
A recent study conducted by ServiceNow indicates that nearly half of consumers in the United Arab Emirates (UAE) find artificial intelligence (AI) in customer service lacking in meeting their expectations.
The research, which surveyed 1,000 adults in the UAE as part of a larger global survey involving 17,000 respondents across 13 countries in Europe, the Middle East, and Africa (EMEA), reveals that 68 per cent of UAE consumers prefer human representatives for customer support.
The findings highlight a critical perception among consumers regarding AI's ability to recognize and respond to emotional cues.
Approximately 54 per cent of participants believe that an inability to understand emotional nuances is predominantly an attribute of AI rather than humans.
Furthermore, 51 per cent of respondents associate limited contextual understanding and 50 per cent attribute misunderstandings of slang and idiomatic language to AI. Notably, 64 per cent of consumers feel that scripted or repetitive responses are characteristic of AI systems.
William O’Neill, Area Vice President for the UAE at ServiceNow, noted the significance of these findings for business leaders, suggesting that AI should function as a complementary tool alongside human agents rather than merely a standalone customer service solution.
Additionally, the report identifies a marked ‘trust gap’ concerning AI, particularly when addressing urgent or complex inquiries.
While 23 per cent of UAE consumers express trust in AI chatbots for routine tasks like scheduling a car service, this confidence diminishes significantly for more sensitive issues.
Only 13 per cent would rely on AI for disputing a suspicious bank transaction, with 43 per cent preferring in-person resolution.
For troubleshooting home internet issues, just 20 per cent would trust an AI chatbot, while half of the respondents favor human assistance.
Despite these challenges, the report indicates that a large majority of consumers recognize the importance of AI in enhancing customer experiences.
Seventy-six per cent expect businesses to provide effective chatbot services, and 85 per cent desire self-service options for problem-solving.
This expectation points to the necessity for organizations to leverage AI insights and data attribution to better predict and address customer needs.
O’Neill stressed that while current consumer interactions with AI in customer service may not meet expectations, the technology continues to evolve, presenting an opportunity for businesses to enhance AI's capabilities by integrating it more effectively with human agents and optimizing its emotional intelligence.
In the wider context, the UAE and neighboring Gulf Cooperation Council (GCC) countries are actively investing in advanced AI technologies to enhance economic diversification and citizen services.
As reported, these efforts include partnerships with established tech firms and significant investments in AI infrastructure, highlighting a regional ambition to become leaders in the AI domain.
The research, which surveyed 1,000 adults in the UAE as part of a larger global survey involving 17,000 respondents across 13 countries in Europe, the Middle East, and Africa (EMEA), reveals that 68 per cent of UAE consumers prefer human representatives for customer support.
The findings highlight a critical perception among consumers regarding AI's ability to recognize and respond to emotional cues.
Approximately 54 per cent of participants believe that an inability to understand emotional nuances is predominantly an attribute of AI rather than humans.
Furthermore, 51 per cent of respondents associate limited contextual understanding and 50 per cent attribute misunderstandings of slang and idiomatic language to AI. Notably, 64 per cent of consumers feel that scripted or repetitive responses are characteristic of AI systems.
William O’Neill, Area Vice President for the UAE at ServiceNow, noted the significance of these findings for business leaders, suggesting that AI should function as a complementary tool alongside human agents rather than merely a standalone customer service solution.
Additionally, the report identifies a marked ‘trust gap’ concerning AI, particularly when addressing urgent or complex inquiries.
While 23 per cent of UAE consumers express trust in AI chatbots for routine tasks like scheduling a car service, this confidence diminishes significantly for more sensitive issues.
Only 13 per cent would rely on AI for disputing a suspicious bank transaction, with 43 per cent preferring in-person resolution.
For troubleshooting home internet issues, just 20 per cent would trust an AI chatbot, while half of the respondents favor human assistance.
Despite these challenges, the report indicates that a large majority of consumers recognize the importance of AI in enhancing customer experiences.
Seventy-six per cent expect businesses to provide effective chatbot services, and 85 per cent desire self-service options for problem-solving.
This expectation points to the necessity for organizations to leverage AI insights and data attribution to better predict and address customer needs.
O’Neill stressed that while current consumer interactions with AI in customer service may not meet expectations, the technology continues to evolve, presenting an opportunity for businesses to enhance AI's capabilities by integrating it more effectively with human agents and optimizing its emotional intelligence.
In the wider context, the UAE and neighboring Gulf Cooperation Council (GCC) countries are actively investing in advanced AI technologies to enhance economic diversification and citizen services.
As reported, these efforts include partnerships with established tech firms and significant investments in AI infrastructure, highlighting a regional ambition to become leaders in the AI domain.
Translation:
Translated by AI
