Australian patience with automated customer service is wearing thin

Australian consumers are demonstrating diminishing patience with automated customer service systems such as live chat, chatbots, email-based support or phone systems with voice menus, according to a new research report commissioned by Twilio.

The report, titled "Decoding Digital Patience" and carried out in partnership with YouGov, surveyed 7,331 consumers across seven Asia Pacific markets in August 2025, with 1,031 respondents in Australia. The findings indicate a significant gap between Australian consumers' views on patience in customer service and their real-world digital experiences.

Expectations versus reality

While 96% of Australians believe there is an expectation to remain patient and polite when dealing with customer service, only 64% report that they actually maintain patience when interacting online with brands. This discrepancy suggests frustration with service design and digital processes is undermining the widely held perception of Australians' tolerance in customer service contexts.

The report also explores the impact of artificial intelligence on consumer patience. Half of surveyed Australians (50%) say that AI in customer service is making them less patient, and they are more likely to lose patience when interacting with AI agents compared to human agents. When asked about patience with different service formats, 53% said they are patient with AI-powered chatbots and 54% with automated voice menus, while the figures were significantly higher for human interactions - 88% for live chat with a human and 90% for phone calls with human agents.

Common frustrations voiced by consumers include AI systems failing to understand their questions (52%), being required to repeat themselves (48%), and receiving scripted or robotic responses (46%). These issues point to a disconnect between the promise of AI-driven customer service and customer expectations.

Preference for human support

The survey found that AI adoption among Australians is substantial, with 78% having used AI-powered tools such as chatbots or voice assistants. Despite this, satisfaction is modest, as only 39% report being satisfied with these services. Nearly half of respondents (49%) say they would choose to begin a service interaction directly with a human agent, even if it takes more time, compared to a regional average of 42%.

The ability to transfer from an AI agent to a human remains important for 84% of Australian consumers, which underscores the demand for escalation options within digital service channels.

"Australian consumers certainly see themselves as more patient than the average respondent across the rest of the APJ region. But that patience evaporates quickly when service lacks the human touch. The real differentiator will be how well brands strike that fine balance between efficiency with genuine, human connections that build enduring trust, loyalty and long-term competitive advantage," said Nicholas Kontopoulos, Vice President of Marketing for Asia Pacific and Japan at Twilio.

Consequences of poor service

Poor experiences with automated systems prompt direct consumer responses. One in five (20%) Australians say they would stop using a product or service or switch to a competitor if service interactions take longer than expected. Australian consumers are also more likely than others in the Asia Pacific region to downgrade their opinion of a brand following poor customer service (34% compared to 29% regionally). Additionally, 32% of Australians are likely to share negative experiences, versus 25% elsewhere in the region.

Long and complicated processes for online sign-ups, such as opening bank accounts, accessing healthcare portals, or joining membership apps, also cause frustration, with 40% of Australian consumers wishing they had never started such procedures.

Consumer priorities

Australians expect digital services to be fast, clear and safe. Quick resolution is valued by 49% of respondents, while 43% emphasise the importance of clear, easy-to-follow instructions. Feeling that personal data is safe and secure is a priority for 38% of those surveyed.

Kontopoulos commented, "Brands must recognise that to realise AI's potential in optimising interactions and increasing efficiency in customer service, the technology needs high-quality, contextual data underpinned by trust and transparency. With the right foundations, AI can be a tool to ease friction, but should not be a substitute for empathy."

The findings reflect a growing demand for customer service experiences that combine the convenience of automation with opportunities for human engagement, supported by trust and clear communication.