The relevance of studying customer attitudes towards AI-driven support systems has grown significantly amid the expanding integration of artificial intelligence in service industries. This research aims to explore the perceptions, trust levels, and preferences of Polish consumers regarding AI in customer support, testing hypotheses related to trust, demographic influences, and user experience. The study was conducted through a structured online survey in Poland during 2025, involving 103 adult respondents representing diverse demographics, including age, gender, and education level, with both AI-experienced users and novices. Results revealed that 65% of respondents showed skepticism towards trusting AI for sensitive tasks, and only 34% endorsed full reliance on AI support, confirming limited trust. Despite a general preference for human interaction (82%), over half of participants supported AI as an initial contact with fallback options for human agents. The survey further indicated that younger respondents and those with prior AI experience exhibited higher acceptance levels. Additionally, 47% reported that positive AI interactions increased their future willingness to use such systems, while concerns over data security persisted among 55%. These findings underscore the necessity of developing hybrid, transparent, and personalized AI support models. Future research should focus on enhancing trust factors, ethical considerations, and adaptive learning to foster wider acceptance and efficacy of AI in customer service environments.
Glos et al. (Sat,) studied this question.