Irish Consumers Want AI That Understands Emotions, Not Just Tasks, in Customer Service

Irish Consumers Demand Empathy from AI in Customer Service

The Consumer Voice Report 2025 from ServiceNow reveals a shift in Irish consumer expectations around AI in customer service. Customers no longer find AI impressive just for completing tasks. They want AI that connects on a human level—capable of grasping not only what they ask, but also the feelings behind their requests.

Cathy Mauzaize, President, EMEA at ServiceNow, highlights the risk for businesses that ignore this shift: “Consumers expect AI to streamline interactions, anticipate their needs, and complement human agents—not replace them. Companies that blend AI with human expertise will boost efficiency and build stronger customer trust.”

Emotional Intelligence Matters

Irish consumers are savvy at spotting AI-driven interactions. About 68% say AI chatbots feel efficient but emotionless. Only 23% see this as typical of human service, underlining the urgent need for AI systems that can read and respond to emotions.

Paul Turley, Senior Director, ServiceNow Ireland, adds, “Customers want fast responses but also miss emotional sensitivity. There’s a clear expectation that AI will soon close this gap, offering not just solutions but empathetic understanding through advanced technologies like agentic AI.”

Closing the AI-Human Gap

Despite some doubts, most consumers are optimistic. Across EMEA, 71% believe AI will eventually understand emotions. This rises to 73% in Ireland. However, age influences views heavily. While only 14% of younger adults (18–34) think AI will never emotionally connect with humans, that skepticism jumps to 41% among those 55 and older.

This skepticism shapes customer choices. Even though human support often involves frustrations like long waits (58%) and repeating information (45%), over a quarter of Irish consumers still prefer talking to a real person on the phone for complex or sensitive issues. This shows a gap between what AI offers and what consumers trust.

Trust Depends on the Task

Trust in AI varies with the task. Irish consumers use AI mostly for simple tasks like booking a car service (13%) or tracking deliveries (16%). But trust drops sharply for sensitive matters. Only 4% would trust AI to close a deceased loved one’s bank account, and 5% for disputed financial transactions.

Interestingly, some who currently distrust AI for sensitive tasks expect to change their minds soon. For example, 29% of UK consumers who wouldn’t now trust AI for disputing suspicious transactions say they might within three years. Among younger adults, 37% foresee trusting AI for tasks like closing a bank account after a loved one’s death, compared to just 17% of older adults.

What This Means for Customer Support Professionals

• AI alone won’t satisfy customers. Emotional intelligence and empathy remain critical.
• Consumers want AI to enhance human service, not replace it—especially for complex or emotional issues.
• Reducing wait times and avoiding repetitive questions remain top priorities to ease frustration.
• Trust builds gradually, especially for sensitive situations. Transparency about AI’s role helps.

For customer support teams, the challenge is clear: integrate AI tools that can learn from interactions and adapt contextually while maintaining a human touch. This balance will shape customer loyalty and satisfaction in the years ahead.

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