po polsku
illustration: DALL-EA 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.
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