menu
Weekly Online Magazine
ISSN 2544-5839
zamknij
Work In Media

3.07.2023 Marketing and PR

Bots on Hotlines. Armatis Customer Experience Index Study

KF

Nearly two-thirds of Poles report encountering a chatbot or voice bot when contacting customer service. This type of service often triggers negative emotions. Almost three-quarters of Poles would prefer to wait in line for human assistance rather than be served immediately by a bot.

Poczytaj artykuł wydanie polskie w wydaniu polskim

Bots on Hotlines. Armatis Customer Experience Index Study
After interacting with a bot, Poles most frequently (31%) feel frustration, with 11.2% experiencing it to the extent that they shared their negative experience with someone. In contrast, 15% of respondents expressed satisfaction with bot service, with an additional 2% sharing their positive experience with friends. 40.3% of Poles served by bots hold a neutral opinion on them.

Positive and Negative Aspects of Bot Interaction


- The percentage of Poles feeling frustrated after interacting with a bot is nearly half that of the global rate, where according to a recent UJET study, as many as 80% of consumers experience discomfort after encountering a bot in customer service - says Krzysztof Lewiński, country director at Armatis Polska, a customer service and sales outsourcing provider.

SELF PROMOTION. Got a minute? Find out our #59sec REPORT on Youtube

The most frequently cited positive aspects of bot service among Poles include:

  • 24/7 availability (35%),
  • efficient connection to a consultant when the bot cannot resolve the issue (28%),
  • quick answers to questions (22%).

On the other hand, negative feelings among those served by bots were mainly due to:

  • the inability to directly contact a human without going through the bot (39%),
  • the bot’s inability to help the customer (38%),
  • the bot not understanding or responding appropriately (37%).

A total of 15% of respondents report no negative experiences. However, the majority (71%) prefer human service, even if it means waiting in line. Almost one in five people (18%) would choose immediate service by a chatbot, and one in ten would choose immediate voice bot assistance.

The Growth of AI-Supported Customer Service


As many as 35% of respondents believe that companies should implement bots in their service channels, but with the option to easily switch to a human. A slightly smaller portion (32%) thinks bot service should be one of the options, not a mandatory start. One in four believes bots should identify the issue and then connect to a human. Twenty-two percent of respondents view the implementation of bots in customer service negatively.

SELF PROMOTION. Listen to the story of Vanuatu Daily Post. Discover our #mediaHISTORYpodcast

- Responses to this last question clearly show Poles` openness to bots in customer service centers if certain conditions are met, such as the option to switch to a human at any time or the non-compulsory nature of bot service - comments Krzysztof Lewiński. - It is worth adhering to this, given the generally negative sentiment among Poles toward bots in customer service. However, I am convinced this will change due to the increasing quality of chatbots and voice bots, with the advent of a new generation of AI-based solutions.

The Armatis Customer Experience Index study was conducted by SW Research on behalf of Armatis in April 2023. The main goal of the study was to examine the experiences and opinions of Poles regarding AI-based bot customer service.

Share the article:

dodaj na Facebook prześlij przez Messenger dodaj na Twitter dodaj na LinkedIn

COMMERCIAL BREAK
Work In Media

New articles in section Marketing and PR

Costs of link building are way overestimated. A major analysis by Adsy

Krzysztof Fiedorek
A guest post for $45? Or maybe $4595? Price differences reach up to 100x, and the market is full of absurdity: sellers demand fortunes, buyers pay a fraction. The beauty industry costs less than literature, and Ireland beats the US hands down. Analysts at Adsy have taken a deep dive into the SEO trade.

When a Review Lies. The Growing Threat of Fake Opinions Online

KFi
Popularity of digital marketplaces rises, so does a less welcome trend: fake reviews. These manipulated opinions distort product rankings and mislead consumers, all while unfairly disadvantaging honest businesses. And despite regulatory efforts, the problem is far from solved.

Modern Mobile Communication. How Companies Build Loyalty by Phone

KFi
Companies can no longer treat mobile communication channels as a side element of their operations. An effective mobile strategy is becoming a cornerstone of customer contact, a tool for improving service, and a way to optimize internal processes. If they know how to use it.


See articles on a similar topic:

LabOOOratorium. Education, Business and Win-Win-Win Cooperation

fundacja OOO
How to combine diversifying activities in kindergartens and schools with setting innovative trends in education and social engagement of businesses? The educational foundation Ogólnopolski Operator Oświaty and the company Musicon show how to do it right.

Child with Dyslexia. A Therapist's Guide for Parents

patronat Reporterzy.info
Dyslexia is a specific developmental disorder affecting reading and writing abilities. It can significantly impact a child's educational and emotional development. In Poland, as well as worldwide, it is being diagnosed more frequently. [#MAMYNATORADĘ under the patronage of Reporterzy.info]

Email Marketing Done Right. How to Avoid Ending Up in SPAM

BARD
One in three Poles receives between 10 and 20 promotional emails daily, and more than half receive at least 10, according to a study by Redlink. For an email to stand out among the competition and be read by the recipient, three key factors are essential, capturing the most attention from recipients.

Dietary Supplements. How to Distinguish Information from Marketing

Ewa Zygadło-Kozaczuk
Where can you find reliable information about dietary supplements, and how can you distinguish factual information from advertising? The answer is not straightforward. In fact, additional doubts arise.

More in the section: Marketing and PR

community

Facebook LinkedIn X Twitter TikTok Instagram Threads Youtube Google News Blue Sky Social RSS

Reporterzy.info - online media studies magazine. The world of communication from the inside. Media, journalism, PR and marketing. Data, reports, analyses, advice. History and market, law, photography, job offers.


Work in media

United States
New York • Washington DC • Los Angeles • Chicago • Houston • Phoenix • Philadelphia United Kingdom
London • Birmingham • Manchester • Liverpool • Glasgow • Edinburgh Canada
Toronto • Ottawa • Montreal • Calgary Australia
Sydney • Melbourne • Brisbane • canberra Ireland, New Zealand, India

advertisement

Flying Tiger





Reporter shopping

Reporter shopping

Affordable laptops, notebooks and netbooks
Affordable laptops, notebooks and netbooks
for writing
Digital SLR and compact cameras
Digital SLR and compact cameras
for photographers
Books and e-books about media
Books and e-books about media
for reading
Video drones and flying cameras
Video drones and flying cameras
for pilots
Gimbals for stabilizing video
Gimbals for stabilizing video
for those on the move
Software and apps for creative work
Software and apps for creative work
for digital creators
More occasions

follow us 👉 on Youtube
Watch more 👇
#59sec REPORT SHORTS
Read books and e-books

Read books and e-books

Okładka Understanding Media: The Extensions of Man
Understanding Media: The Extensions of Man
Okładka The 40-Day Social Media Fast
The 40-Day Social Media Fast
Okładka Social Media Marketing All-in-One For Dummies
Social Media Marketing All-in-One For Dummies
Okładka Mass Communication: Living in a Media World
Mass Communication: Living in a Media World
Okładka Beyond The Feed: A Social Media Success Formula
Beyond The Feed: A Social Media Success Formula
Okładka Hate, Inc.: Why Today`s Media Makes Us Despise One Another
Hate, Inc.: Why Today`s Media Makes Us Despise One Another
more books and e-books

Reporterzy.info

More about us

Our tools and services

Contact


© Dwornik.pl Bartłomiej Dwornik 2oo1-2o25