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.
COMMERCIAL BREAK
New articles in section Marketing and PR
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.
Rising Google Ads click costs. How to keep campaigns profitable?
Patrycja Kranc
In 2024 the average cost per click (CPC) rose in 86% of industries. In e-commerce and real estate, increases reached dozens of percent. Optimisation is becoming crucial, not only for campaigns but for the entire customer acquisition process.
The future of search is now. How AI is reshaping brand visibility
KFi
AI Search and Share of Voice are no longer optional marketing metrics. They’re essential. Yet only 7% of Polish companies use AI. In the new search landscape, that’s nowhere near enough. Fall behind now, and your brand could simply... vanish from the internet.
See articles on a similar topic:
Poles do not forgive brands' mistakes. Armatis Customer Experience Index
Krzysztof Fiedorek
As many as 57.2% of Poles are willing to abandon a brand after one bad customer service experience. This result is similar to what was noted in the United States. Every third Polish customer prefers phone contact with a consultant, though over 13 percent now prefer chat.
Short Social Video. IAB Poland Report on Short Videos in Social Media
Krzysztof Fiedorek
According to the IAB Poland report from May 2024, short video clips are becoming increasingly popular in Poland. In 2023, 61% of internet users in Poland watched the format known as short social video, and 23% of them created such videos themselves. Polish internet users spend an average of 43 minutes a day watching them.
Email Marketing Done Right. How to Avoid Ending Up in SPAM
BARD
One in three Poles receives between 10 and 20 promotional emails daily, and more than half receive at least 10, according to a study by Redlink. For an email to stand out among the competition and be read by the recipient, three key factors are essential, capturing the most attention from recipients.
AI or human? Data on customer preferences in the US, UK, and Canada
KFi
One in three consumers prefers talking to a bot rather than a human, and as many as 86% try to solve the problem on their own first. Still, 74% prefer to call when an issue is urgent. A new report from Five9 shows just how much customer service expectations have changed.
