Poland: bots in customer service communication 2018

According to the source, almost 25 percent of respondents were able to communicate with brands via a chat that contained automatic replies in Poland in 2018. Nearly 53 percent of customers liked the idea of communicating with customer service via a bot, although not all of them were able to solve their problem.

Perception of using automatic replies (bots) to communicate with customers in Poland in 2018*

Characteristic	Share of respondents
-	-
-	-
-	-
-	-
-	-

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Release date

February 2019

More information

Region

Poland

Survey time period

November 19-22, 2018

Number of respondents

1,000 respondents

Age group

18-65 years

Special properties

Internet users

Method of interview

Online panel

Supplementary notes

* The original question was worded as follows: (Polish) "Czy miałeś/-aś ostatnio okazję komunikować się z marką za pomocą czatu, który obejmował automatyczne odpowiedzi (bota)?" (English: "Have you recently had the opportunity to communicate with a brand using a chat that included automatic replies (bot)?").

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