- More than two out of three Britons say AI don’t understand emotional signals
- Only 3% would trust AI with sensitive tasks
- We still prefer to talk to human agents
New research has come to suggest that although artificial intelligence is doing a good job of improving productivity in the workplace, it is not so good to adapt to regional differences.
ServiceNow found that the United Kingdom is the most Ai skeptic country in EMEA, with more than two-thirds (69%) that says AI-Chatbots do not understand emotional signals such as tone and frustration.
Almost as many (68%) noted that AI has not met expectations in the last five years, with only 55% to believe that AI will eventually discover feelings and bridge the human machine.
AI don’t understand how people are talking yet
The report reveals how people want to collaborate with AI rather than feel threatened by it, but so far it turns out not to be such a useful tool when it comes to personal problems. Only 3% would trust AI with emotionally sensitive tasks such as closing a bank account after a death.
This preference for a more human-centered approach has resulted in what ServiceNow describes as double standards-beautiful long team times (59%) and information repetition (46%) are central pain points for customer service when talking to human agents, many still prefer to talk to them rather than faster AI-alterates.
The difference is even greater among older generations where younger consumers are more likely to believe that AI could develop and connect this hole.
Currently, AI’s greatest value is to automate administrative tasks, such as tracking packages and planning car services.
ServiceNow EMEA president Cathy Mauzaize explained: “Consumers have finished disconnected service. AI must develop to foresee needs and work with human agents, not replace them.”
Looking ahead, the report for AI developers calls for factor in emotional awareness and focus on collaboration between people and machines.
