We’ve all been there: you’re locked out of your bank account, and the chatbot keeps looping: “Please verify your identity.” We know we’re talking to machines… we just don’t want it to feel that way.
That moment isn’t rare and it’s reshaping consumer expectations. A 2025 report from ServiceNow reveals that 64% of Canadians expect AI chatbots to recognize emotion by the end of the year.
Why? Because while 62% of Canadians see value in chatbots, a striking 94% still find them frustrating and impersonal. When we say, “this is urgent,” we want tech that can read the room, not just recite a script.
But the real issue isn’t just that bots lack empathy, it’s that we’re relying on them too much in the wrong moments.
What Canadians really want is a smarter handoff:
🧠 AI that handles the boring stuff
👩💻 Humans who can step in with real empathy
📱 Tech that helps both work better — together
We’re not anti-tech. We’re just pro-sanity. Canadians are happy to let AI handle the basics, but when something goes sideways, they want a real person, already up to speed, thanks to embedded, context-aware AI working behind the scenes.
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This entry was posted on July 29, 2025 at 12:48 pm and is filed under Commentary with tags ServiceNow. You can follow any responses to this entry through the RSS 2.0 feed.
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Talk human to me: What Canadians really want from AI
We’ve all been there: you’re locked out of your bank account, and the chatbot keeps looping: “Please verify your identity.” We know we’re talking to machines… we just don’t want it to feel that way.
That moment isn’t rare and it’s reshaping consumer expectations. A 2025 report from ServiceNow reveals that 64% of Canadians expect AI chatbots to recognize emotion by the end of the year.
Why? Because while 62% of Canadians see value in chatbots, a striking 94% still find them frustrating and impersonal. When we say, “this is urgent,” we want tech that can read the room, not just recite a script.
But the real issue isn’t just that bots lack empathy, it’s that we’re relying on them too much in the wrong moments.
What Canadians really want is a smarter handoff:
🧠 AI that handles the boring stuff
👩💻 Humans who can step in with real empathy
📱 Tech that helps both work better — together
We’re not anti-tech. We’re just pro-sanity. Canadians are happy to let AI handle the basics, but when something goes sideways, they want a real person, already up to speed, thanks to embedded, context-aware AI working behind the scenes.
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This entry was posted on July 29, 2025 at 12:48 pm and is filed under Commentary with tags ServiceNow. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.