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
AI marketing versus AI-powered marketing
Karolina Łukasiewicz
How to distinguish a buzzword from artificial intelligence that actually increases business efficiency? Is every marketing strategy using algorithms truly driven by AI? No, because in many cases, AI marketing is merely the automation of specific, previously known processes.
Brand visibility in the age of algorithms
Aleksander Pawzun
A few years ago, everything was simpler. It was enough to have a good website, do SEO, run a blog, and publish on social media. Whoever was systematic was visible. Whoever invested in content and positioning gained customers. That world no longer exists.
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.
See articles on a similar topic:
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 find topics for communication
Aleksander Pawzun
"We have nothing to say" is a phrase heard all too often. Yet practice shows that every business has the potential to tell stories. You just need to learn how to spot them and turn them into content that appeals to your audience.
Foreign online stores face distrust in Poland. See TrustMate Report
KFi
Poland’s e-commerce market is booming, yet foreign online stores still struggle to earn consumer trust. Why do Polish shoppers prefer local sellers? A new report uncovers the roots of this distrust and reveals what international brands must do to bridge the gap.
Dietary Supplements. How Products Masquerading as Medications are Sold
Ewa Zygadło-Kozaczuk
Colorful packaging entices us with miraculous health benefits, and we buy them, hoping for a fit body, good sleep, great mood, and excellent sex. But do we know what lies behind that magical pill, capsule, or syrup? Are we aware that these advertised products are merely masquerading as medications?
