
A comparison of the Armatis Customer Experience Index survey results from 2023 and 2025 shows a clear trend. While in May 2023, 63.3% of respondents had encountered a bot, in June 2025 this figure rose to 75.9%. This means that companies are increasingly implementing artificial intelligence solutions in customer service.
A positive change is also the improvement in users’ feelings after contact with bots. The percentage of people satisfied with service by a bot rose from 17.1% in 2023 to 24.6% in 2025. The level of frustration also fell slightly from 42.6% to 40.9%. The data therefore indicates an improvement in the quality of AI solutions in customer service.
Trust still at a low level
However, the results concerning the level of trust in bots are worrying. Only 8.1% of Poles fully trust bots in service centres
- the largest group of respondents (39.5%) trust them only in simple routine matters
- one in three Poles (32.6%) doubts the effectiveness of bots and rarely trusts them
- almost one in five (19.9%) does not trust them at all
In total, over half of respondents (52.5%) have serious doubts or do not trust bots at all in solving problems.
Option | 2023 | 2025 |
---|---|---|
I wait in line for service by a person | 71.4% | 67.9% |
Immediate service by a chatbot | 17.5% | 18.2% |
Immediate service by a voice bot | 11.1% | 13.8% |
Despite the growing presence of bots in customer service, Poles still clearly prefer contact with a person. In 2025, 67.9% of respondents would prefer to wait in line for service by a consultant rather than be served immediately by a bot. This is a drop compared with 71.4% in 2023, but it is still a clear majority.
Challenges for companies
At the same time, when respondents were asked to choose between immediate service by a bot and waiting for a consultant, acceptance of AI solutions rose slightly
- willingness to use a chatbot rose from 17.5% to 18.2%
- and for a voice bot from 11.1% to 13.8%
- The survey results clearly show that companies are widely implementing bots in their service centres and the quality of customer experiences is improving. At the same time, however, the clear majority of Poles are still frustrated by contact with a bot and prefer service by a person - says Krzysztof Lewiński CEO of Armatis Polska, a customer service and sales outsourcer. - The low level of trust Poles have in bots indicates the need for a significant improvement in their effectiveness and reliability. It is also crucial to ensure the right balance between service by bots and the possibility of contact with a consultant at any time.
The Customer Experience Index survey was conducted by SW Research in June 2025 on a sample of 817 respondents. The main aim was to examine changes in the experiences and opinions of Poles related to customer service using bots based on artificial intelligence compared with a similar survey from 2023.
COMMERCIAL BREAK
New articles in section Marketing and PR
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.
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.
See articles on a similar topic:
Dietary Supplements. How to Distinguish Information from Marketing
Ewa Zygadło-Kozaczuk
Where can you find reliable information about dietary supplements, and how can you distinguish factual information from advertising? The answer is not straightforward. In fact, additional doubts arise.
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!
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?
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?