menu
Weekly Online Magazine
ISSN 2544-5839
zamknij
MediaHisttory Podcast image

7.07.2025 Marketing and PR

More AI bots in customer service. However, Poles want people

Andrzej Sowula

Over three quarters of Poles (75.9%) have already had contact with a bot in a customer service department and nearly one in four is satisfied with this service. This means an increase of 7.7% over the past two years. At the same time, only 8.1% of Poles fully trust the bots serving them.
Poczytaj artykuł wydanie polskie w wydaniu polskim

More AI bots in customer service. However, Poles want peopleillustration: DALL-E

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%
source Armatis Customer Experience Index


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.

SELF PROMOTION. Listen to the story of Oriana Fallaci. Discover our #mediaHISTORY podcast

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.

Share the article:

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

COMMERCIAL BREAK
Work In Media

New articles in section Marketing and PR

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.

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.

Online advertising 2024/2025 report by IAB Poland

KFi
Online ads now consume 57% of all budgets. Companies spent 1.62 billion PLN on video formats alone. After leaner years, the numbers are rising sharply. Digital advertising grew by 20% in a year. Traditional formats are slowly fading.


See articles on a similar topic:

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.

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.

Large Online Ads vs. AdBlock. Poland Leads in Both Metrics

BARD
Large-format online ads make up 14% of Poland's online market, according to analyses by Gemius. This is the highest percentage among all surveyed markets. Paired with data on the rising popularity of ad-blocking - done by one-third of Polish internet users - it raises questions about the future of these ads.

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?

More in the section: Marketing and PR

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




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.



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

follow us 👉 on Youtube
Watch more 👇
#59sec REPORT SHORTS
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 The 40-Day Social Media Fast
The 40-Day Social Media Fast
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
Okładka Hate, Inc.: Why Today`s Media Makes Us Despise One Another
Hate, Inc.: Why Today`s Media Makes Us Despise One Another
more books and e-books

Reporterzy.info

More about us

Our tools and services

Contact


© Dwornik.pl Bartłomiej Dwornik 2oo1-2o25