po polsku
illustration: bing.com/createWhat motivates flirting with bots? Respondents most often indicated:
- 47.2% wanting to test the bot`s capabilities,
- 23.9% loneliness,
- 16.7% initially unaware that they were talking to a bot,
- 12.2% looking for opportunities for private conversations of a sexual nature.
The research results show that the line between humans and machines is becoming increasingly blurred. Customers are increasingly viewing bots not just as customer service tools, but also as potential conversation partners.
- The survey results indicate that bots are not only tools for seeking information or performing tasks but are increasingly perceived by consumers as companions, comments Krzysztof Lewiński, CEO of Armatis Poland, which outsources customer service and sales. - This reflects the growing level of acceptance and comfort consumers feel thanks to AI-based conversational tools and their openness to new forms of communication and interaction.
Armatis Customer Experience Index. Mixed Feelings of Poles
Data from Armatis Poland indicates that chatbots and voice bots in Polish customer service evoke mixed feelings. Although nearly two-thirds of respondents (66.7%) have encountered them, they tend to elicit negative emotions (42.6%) more often than positive ones (17.1%).
The majority of Poles (71%) prefer to wait in line to speak with a human rather than being served immediately by a bot. Even immediate assistance from a bot does not entice 27.3% of respondents.
The most common emotion after interacting with a bot is frustration (31%), and 11.2% of respondents rate this interaction so poorly that they share it with others. Conversely, only 15% of respondents express satisfaction with the service provided by a bot, and just 2% share their positive experience with others. 40.3% of respondents rate bots neutrally.
- Poles appreciate positive experiences associated with bot service, such as availability 24/7, quick responses, and the improving quality of communication with bots due to the latest generative AI models. However, we still strongly prefer contact with humans, and that is unlikely to change quickly, explains Krzysztof Lewiński. - In different age groups, this attitude towards bots may be more or less positive, but in general, we are still full of prejudices and cautious in these new relational dynamics.
A Bot Doesn`t Guarantee Success
Negative feelings towards bots in customer service are not exclusive to Poland. Results from an international study conducted by Professor Noah Castelo from Alberta School of Business and published in the "Journal of Consumer Research" show that customers worldwide rate their interactions with bots worse, even if they are unaware they are speaking to a machine.
Why does this happen? According to Professor Castelo, people perceive automation as an action intended to benefit the company rather than the customer. As a result, even if the bot correctly answers questions and resolves issues, customers may feel overlooked and undervalued.
This study confirms the conclusions drawn from Polish research. Poles are also more likely to negatively assess service by a bot, even if the problem is ultimately resolved. What does this imply? Companies that want to effectively use chatbots in customer service must ensure that bots are empathetic, customer-oriented, and trustworthy. It is also crucial to give customers the option to contact a human consultant if they need to.
Otherwise, bots may become a source of frustration and negative experiences for customers, which can lead to a loss of trust in the brand.
COMMERCIAL BREAK
New articles in section Marketing and PR
How and why online stores lie. TrustMate report
Marek Jaworowski
Experts from the TrustMate.io platform analyzed the most common procedural errors and inaccuracies that lead Polish online stores to wrongly deny buyers their rights. They also prepared an appeal path for consumers who heard a refusal from customer service.
Online shopping in Poland. Report by the Chamber of Digital Economy
Patrycja Sołtysik, Izba Gospodarki Elektronicznej
For the fourth consecutive year, 100% of internet users declare making a digital purchase at least once, and 93% have shopped online in the last six months. 97% of purchases in Poland involve an internet-connected device at some stage - most commonly a smartphone.
Coffee for moms. This is how they recharge parents' batteries at the Wrocław children's hospital
Reporterzy support
24 hours, 7 days a week, for 3 months. Non-stop. That is the average time a mother spends in an oncology hospital, caring for her child during treatment. A new project has launched at the Przylądek Nadziei (Cape of Hope) children's oncology clinic in Wrocław. In a simple way, it helps parents reduce stress, calm their emotions, and boosts their energy for caregiving. And that directly translates into the effectiveness of the children's treatment.
See articles on a similar topic:
Queue psychology. Scientists' discovery used in Call Centers
Andrzej Sowula
The discovery first described by psychologists in the second half of 2024 concerns the so-called "relative progress effect". When customers observe fast service at the beginning of their wait, they tolerate slower service much better later in the waiting period.
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.
A Socially Responsible Company. This Image Pays Off
RINF
Poles and Spaniards are the most likely in Europe to buy from socially responsible companies, according to the Global State of the Consumer Tracker report, developed in late June by Deloitte’s consulting experts.
How to reduce food waste? Packaging design matters
KFi
Researchers from China have proven that visual packaging elements and consistent messaging can be effective tools in the fight against global food waste. They published research results showing that designers and marketers can make a real difference.
