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.
Do you trust AI-created news? You might have NO CHOICE 👇
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
Rules of SEO in the AI era. The end of FAQ rich results and spam
Sandra Kluza, Harbingers
Google is increasingly distancing itself from AI hacks and reminding us that quality content, technical site availability, and user utility remain the foundation of visibility. AI Search does not replace SEO.
Data analysis. Warning signs and technical debt
Aleksander Pawzun, CalmFox.pl
Until a few years ago, a classic data warehouse, overnight processing, and reports available in the morning were a sign of organizational maturity. Today, in many companies, these same solutions have become an invisible constraint.
Artificial intelligence in shopping. E-commerce 2026 report
Piotr Michalak, Altavia Kamikaze + K2
Already nearly 40% of Polish consumers use artificial intelligence on their shopping journey, although they often do so unconsciously. According to a report by the Altavia Kamikaze + K2 agency, the current year marks the final transition from traditional searching to recommendations based on AI.
See articles on a similar topic:
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.
Child's sleepless nights? Educator suggests solutions for parents
patronat Reporterzy.info
Sleepless nights lead to fatigue, frustration, and worries about potential health issues for the child. Fortunately, most sleeping problems can be resolved by introducing appropriate habits and routines that help achieve a peaceful, restorative sleep.
AI marketing versus AI-powered marketing
Karolina Łukasiewicz
How to distinguish a buzzword from artificial intelligence that actually increases business efficiency? Is every marketing strategy using algorithms truly driven by AI? No, because in many cases, AI marketing is merely the automation of specific, previously known processes.
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.
