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.
w wydaniu polskim
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.
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.
- 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.
COMMERCIAL BREAK
New articles in section Marketing and PR
SEO and AI in Polish e-commerce 2025. Harbingers analysts’ report
Krzysztof Fiedorek
Although 44.56% of e-commerce traffic comes from organic results, over half of online stores are not seeing growth. The biggest surprise? A staggering 9.5 million monthly visits lost due to dead content. On top of that, 38% of companies still don’t appear in AI-generated answers - a new and growing source of visibility.
AI or human? Data on customer preferences in the US, UK, and Canada
KFi
One in three consumers prefers talking to a bot rather than a human, and as many as 86% try to solve the problem on their own first. Still, 74% prefer to call when an issue is urgent. A new report from Five9 shows just how much customer service expectations have changed.
Outdoor advertising in Poland. OOH market by the numbers
KFi
In 2024, the outdoor advertising market in Poland reached a record PLN 806 million, with its digital segment growing by 32%. Notably, growth was faster outside the largest cities. Advertising on buses and trams also proved more effective than many online campaigns.
See articles on a similar topic:
Influencer Advertising. Teenagers Do Not Always Recognize It
KFi
The rise in the popularity of influencer-promoted content among young people raises issues with their ability to identify the commercial nature of this content. Subtler forms of promotion are often completely unrecognizable to younger teens.
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.
Cold Mailing: What is the Optimal Word Count for Best Results?
Krzysztof Fiedorek
Forget about popular guidelines for marketers that can be found on Google. An analyst from Hunter.io conducted a study of a massive database of 34 million emails requesting contact. It turns out that the world of marketing cold mailing looks quite different today.
What to do when your child lies? Advice from a pedagogue
patronat Reporterzy.info
Does your little one invent outrageous stories, and you’re unsure how to react? Does your child tell friends that you’ve traveled the world and that your dog speaks with a human voice? A pedagogue explains how to handle such situations and avoid them in the future. The weekly Reporterzy.info is the media patron of the series.
