Twilio Study Finds Australians’ Digital Patience Waning as AI Reshapes Customer Service

New report shows consumers value trust and human connection 

SYDNEY, October 16, 2025 — Famous for their laid back, ‘no worries’ attitude, Australian consumers in 2025 are losing patience with automated customer service systems such as live chat, chatbots, email-based customer support or phone systems with voice menus (IVR), according to Decoding Digital Patience1, a new research report commissioned by Twilio (NYSE: TWLO), the customer engagement platform that drives real-time personalised experiences.

Conducted in partnership with YouGov, Twilio surveyed 7,331 consumers in August 2025 across seven markets in Asia Pacific, including 1,031 in Australia. 

The findings, released to coincide with Twilio’s Signal event in Sydney today, reveal that while patience is widely expected in Australian culture, it often breaks down in digital interactions. An overwhelming 96% of Australian consumers believe they’re expected to be patient and polite in customer service interactions. Yet in practice, only 64% say they remain patient when dealing with brands online - suggesting that poor service design is testing consumers’ tolerance.

Additionally, half (50%) of Australian consumers surveyed nationwide say that the use of AI in customer service is making them less patient and they are more likely to lose patience when interacting with AI agents versus when dealing with human agents. 53% perceive themselves as patient with AI-powered chatbots and 54% are patient with automated voice menus, compared to 88% with live chat or 90% with phone calls to human agents. 

This suggests that, while AI is widely deployed, a gap remains between what the technology delivers and what consumers expect from their experience. The top frustrations for consumers when interacting with AI-powered customer service are not understanding their question (52%), having to repeat themselves multiple times (48%) and scripted or robotic answers (46%).

Human touch still critical

AI adoption is also on the rise but the preference for human support remains strong. 78% of Australians have used AI-powered tools like chatbots or voice assistants, with nearly four in ten (39%) reporting satisfaction with these services. However, nearly half of Australian consumers (49%) prefer to start directly with a human agent, even if it takes longer, compared with 42% regionally. Over four in five (84%) consumers find the ability to easily transfer from an AI agent to a human to be important, highlighting the expectation for escalation options. 

“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.

When customer service interactions through automated systems take longer than expected, one in five (20%) consumers will respond by stopping the product or service use or switching to a competitor. Australian consumers are more likely than their APJ peers to downgrade their opinion of a brand after a poor service experience (34% vs. 29%). They are also more vocal, with 32% sharing negative experiences compared to 25% across the region. Long, complicated online sign-ups on websites or via apps for a new service, such as opening a bank account, accessing a healthcare portal, or joining a membership app also trigger regret, with 40% of Australian consumers wishing they had never started the process.

Australian consumers expect digital services that are fast, clear, and safe. Close to half value quick resolution (49%), nearly as many prioritise clear, easy-to-follow instructions (43%), and over a third (38%) want to feel like their personal data is safe and secure.

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.”

Source: Decoding Digital Patience, October 2025

Survey Methodology

Twilio commissioned YouGov to conduct an online survey of 7,331 adults (aged 18 and above), including 1,031 in Australia. The survey sample was structured to ensure representation across generations, marital status, and geographic distribution within each country. Fieldwork was conducted from 28 August to 4 September 2025, in Australia, Hong Kong, India, Indonesia, Japan, the Philippines, and Singapore.