Polish Consumers’ Attitudes to the Use of Chatbots in Logistics Customer Service

Abstract

Purpose – This article aims to identify, analyze, and characterize consumer attitudes to chatbots in logistics customer service and the factors determining these attitudes. Research method – The empirical study on the attitudes of Polish consumers to the use of chatbots in logistics consumer service was conducted on a research sample of 553 consumers in March 2024 and covered the entire area of Poland. Results – The study suggests that most respondents are open to using chatbots in logistics customer service, seeing them as useful for improving service speed and effi ciency. They mainly use chatbots occasionally on websites and phone lines, preferring their text-based versions for tracking shipments and receiving technical support. The key positive factors include 24/7 availability and quick responses. Concerns involve the misinterpretation of questions, incorrect responses, a lack of human support, and limited functionality. Non-users often mention a lack of opportunity to try chatbots and a prefe rence for human interaction. Originality /value /implications /recommendations – The research subject is unique, rarely studied in Polish literature, even though up-to-date knowledge of consumer atti tudes to the use of chatbots in logistics consumer service is particularly important for business strategies.