po polsku
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.
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.
COMMERCIAL BREAK
New articles in section Marketing and PR
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.
The future of search is now. How AI is reshaping brand visibility
KFi
AI Search and Share of Voice are no longer optional marketing metrics. They’re essential. Yet only 7% of Polish companies use AI. In the new search landscape, that’s nowhere near enough. Fall behind now, and your brand could simply... vanish from the internet.
See articles on a similar topic:
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.
What to do when a child bites nails? Advice from a child psychologist
patronat Reporterzy.info
For children, nail-biting is often a way to cope with boredom or stress. However, our role is to intervene when we notice this habit, not only for aesthetic reasons but also to address potential underlying causes. What might these be, and what can we do?
More AI bots in customer service. However, Poles want people
Andrzej Sowula
Over three quarters of Poles (75.9%) have already had contact with a bot in a customer service department and nearly one in four is satisfied with this service. This means an increase of 7.7% over the past two years. At the same time, only 8.1% of Poles fully trust the bots serving them.
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.
