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

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.


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.

Got a minute? Find out our #59sec REPORT on Youtube
Ads know you before you see them. Say hello to predictive AI analytics
👇

- 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

Marketing technologies in Poland. The state of MarTech report

KFi
Nearly half of marketers in Poland can’t clearly say whether their marketing technologies deliver a real return. Only 5% believe the results are "well above expectations," while 32% simply say: "hard to tell".

7 facts about media relations. How to work with journalists

Bartłomiej Dwornik
In media relations, every mistake costs you attention. Every cliché wastes inbox space. Even a good and interesting topic might not be enough to break through. The way you present it also matters. Maybe even more than the content itself.

Rising Google Ads click costs. How to keep campaigns profitable?

Patrycja Kranc
In 2024 the average cost per click (CPC) rose in 86% of industries. In e-commerce and real estate, increases reached dozens of percent. Optimisation is becoming crucial, not only for campaigns but for the entire customer acquisition process.


See articles on a similar topic:

Internet Subscriptions: Market Value, Development Trends, and... Risks

KrzysztoF
According to McKinsey & Company, the number of subscription users globally has increased by over 17% in the past year. A report from UBS Group AG indicates that the total value of the global subscription market will reach as much as $1.5 trillion by 2025. This is twice as much as in 2020!

Browser Fingerprinting. Marketing Uses Digital Traces

BARD
A fingerprint created for each browser can identify not only a device but also a specific user. The data collected this way is mainly used for marketing purposes, which can result in cases where, for instance, a Mac user pays up to 30% more for the same product than a PC user.

When Will Every Advertisement Become... a Store? Omdia Forecasts

KFi
Global consumer spending online is growing at an unprecedented rate. By 2025, it will reach $4.4 trillion, with the US alone accounting for $1.4 trillion. The boundaries between advertising, entertainment, and commerce are blurring, ushering in a new era of digital consumption.

Artificial Intelligence and Marketing. Industry Expectations and Concerns

KrzysztoF
Marketers using generative artificial intelligence see its potential but also perceive risks. The Generative AI Snapshot Series survey conducted by Salesforce and YouGov shows that the industry expects significant changes - and soon.

More in the section: Marketing and PR

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




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.



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

advertisementMedia Review 24/7
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 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 Trust Me, I`m Lying: Confessions of a Media Manipulator
Trust Me, I`m Lying: Confessions of a Media Manipulator
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