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
Connected TV and borderless advertising. The ID5 report
KFi
Viewers are moving away from cable TV. And they are doing it en masse. Already 86% of Europeans watch content via Connected TV and global ad spend in this segment is set to double by 2028. The industry is undergoing a communication revolution.
AI will take up to 70% of traffic from online stores. TrustMate Report
KFi
There is a quiet but radical change happening online. Traditional SEO, which for decades determined brand visibility, is losing its relevance. Now, it's no longer search engines that define a company’s online presence, but generative artificial intelligence.
How to find topics for communication
Aleksander Pawzun
"We have nothing to say" is a phrase heard all too often. Yet practice shows that every business has the potential to tell stories. You just need to learn how to spot them and turn them into content that appeals to your audience.
See articles on a similar topic:
What to do when your child lies? Advice from a pedagogue
patronat Reporterzy.info
Does your little one invent outrageous stories, and you’re unsure how to react? Does your child tell friends that you’ve traveled the world and that your dog speaks with a human voice? A pedagogue explains how to handle such situations and avoid them in the future. The weekly Reporterzy.info is the media patron of the series.
A Good Product is Not Enough. New Realities for Marketing are Coming
Reporterzy.info
- Brands face many tests in credibility and transparency in the coming years. The era of neutrality is over - predicts Maciej Swoboda, Chief Revenue Officer at the agency Funktional, in an interview with Reporterzy.info.
Influencer Advertising. Teenagers Do Not Always Recognize It
KFi
The rise in the popularity of influencer-promoted content among young people raises issues with their ability to identify the commercial nature of this content. Subtler forms of promotion are often completely unrecognizable to younger teens.
Trends and threats in online advertising. Media Quality Report 2025
Krzysztof Fiedorek
In 2024, the digital advertising world lost about 100 billion dollars due to fake impressions. A report published by Integral Ad Science shows that so-called fraud is getting smarter, and campaigns are increasingly exposed.
