Twilio Study Finds Australians’ Digital Patience Waning As AI Reshapes Customer Service
Patience is a virtue, but not when it comes to digital. Australian consumers are losing patience with automated customer service systems, according to a new research report by Twilio.
The report, Decoding Digital Patience, surveyed 7,331 consumers in Asia Pacific, including 1,031 in Australia. It found that 96 per cent of Australian consumers believe they are expected to be patient and polite in customer service interactions.
- Automated customer service systems include live chat, chatbots, email-based customer support, and phone systems with voice menus (IVR).
- The survey was conducted in partnership with YouGov in August 2025.
Patience is widely expected in Australian culture, but it often breaks down in digital interactions.
Author's note: Australians' patience is wearing thin with digital services.
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