menu szukaj
Weekly Online Magazine
ISSN 2544-5839

new articles each monday
zamknij
Work In Media

3.06.2024 Marketing and PR

Customers Flirting with Service Bots. What Contact Center Research Says

Krzysztof Fiedorek

Research by Infobip shows that nearly 20% of Americans engage in flirtatious conversations with bots while handling standard customer service issues. This trend is particularly evident among people aged 35 to 44, where more than half of respondents admitted to flirting with a virtual assistant.

Poczytaj artykuł wydanie polskie w wydaniu polskim

Customers Flirting with Service Bots. What Contact Center Research Saysillustration: bing.com/create

What 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%).

SELF PROMOTION. Got a minute? Find out our #59sec REPORT on Youtube

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.


Work In Media

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.

Share the article:

dodaj na Facebook prześlij przez Messenger dodaj na Twitter dodaj na LinkedIn

COMMERCIAL BREAK
Reporterzy.info on Google News

New articles in section Marketing and PR

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.

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?

Predictive Analytics in Ads. Customer Doesn’t Know Yet, But Ad Does

Krzysztof Fiedorek
Artificial intelligence is changing the rules of marketing. Predicting customer behaviors through advanced AI algorithms and making data-driven decisions is already the present. The report "The State of AI," published by McKinsey, shows the impact this will have on the advertising and marketing industry.


See articles on a similar topic:

Advertising Without Cookies. Is the Industry Ready for a Digital Revolution?

Krzysztof Fiedorek
The year 2024 was set to bring a revolution to the advertising industry as Google announced the removal of cookies in the Chrome browser for millions of users, sparking the beginning of a cookie-free era. However, Google’s change of heart surprised the market. A report on this topic was prepared by analysts from ID5.

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.

Child with Dyslexia. A Therapist's Guide for Parents

patronat Reporterzy.info
Dyslexia is a specific developmental disorder affecting reading and writing abilities. It can significantly impact a child's educational and emotional development. In Poland, as well as worldwide, it is being diagnosed more frequently. [#MAMYNATORADĘ under the patronage of Reporterzy.info]

Polish Digital Advertising Market 2023/2024. IAB Poland Report

Krzysztof Fiedorek
The Strategic Internet Report 2023/2024 prepared by IAB Poland provides a detailed analysis of the Polish digital advertising market, showing its dynamic growth in 2023. The market value reached nearly 7.8 billion PLN, indicating an increase of over 870 million PLN compared to the previous year.

More in the section: Marketing and PR

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.


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

Media Review 24/7




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 Media Control. The Spectacular Achievements of Propaganda
Media Control. The Spectacular Achievements of Propaganda
Okładka Social Media Marketing All-in-One For Dummies
Social Media Marketing All-in-One For Dummies
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
more books and e-books

Reporterzy.info

More about us

Our tools and services

Contact


© Dwornik.pl Bartłomiej Dwornik 2oo1-2o25
240105en