- More than two out of three British say that AI does not understand emotional signals
- Only 3% would trust AI with confidential tasks
- We still prefer to talk to human agents
A new research has emerged that suggests that, although artificial intelligence does a great job by improving productivity in the workplace, it is not so good to adapt to regional differences.
Servicenow discovered that the United Kingdom is the most simple country of AI within EMEA, with more than two thirds (69%) indicating that AI chatbots cannot understand emotional signals such as tone and frustration.
Almost so many (68%) noticed that AI has not met expectations in the last five years, with only 55% believing that AI will eventually detect emotions and close the human machine gap.
AI still does not understand how humans speak
The report discovers how humans want to collaborate with AI instead of feeling threatened, however, so far it is demonstrating 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 focused approach has resulted in what Servicenow describes as a double standard, although long waiting times (59%) and the repetition of information (46%) are key pain points for customer service when they talk to human agents, many still prefer to talk to them about faster alternatives.
The difference is even greater among major generations, with younger consumers more likely to believe that AI could evolve and connect that gap.
At the moment, the greatest value of AI is to automate administrative tasks, such as tracking packages and programming car services.
The president of Servicenow Emea, Cathy Mauzaize, explained: “Consumers are performed with a disconnected service. AI must evolve to anticipate needs and work with human agents, not replace them.”
Looking towards the future, the report requires that the developers take into account emotional awareness, focusing on the collaboration of the human machine.
