Chatbots Statistics


Steve Goldstein
Steve Goldstein
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Chatbots Statistics 2023: Facts about Chatbots outlines the context of what’s happening in the tech world.

LLCBuddy editorial team did hours of research, collected all important statistics on Chatbots, and shared those on this page. Our editorial team proofread these to make the data as accurate as possible. We believe you don’t need to check any other resources on the web for the same. You should get everything here only 🙂

Are you planning to form an LLC? Maybe for educational purposes, business research, or personal curiosity, whatever the reason is – it’s always a good idea to gather more information about tech topics like this.

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Top Chatbots Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 269 Chatbots Statistics on this page 🙂

Chatbots “Latest” Statistics

  • Statista statistics show that in 2021, the chatbot sector produced over 83 million dollars in revenue.[1]
  • These are the chatbots’ most intriguing statistics. Currently, 23% of businesses that provide customer care use AI chatbots.[1]
  • According to Facebook messenger bot statistics, Blue-Bot assisted more than 500,000 clients in its first six months.[3]
  • According to statistics on chatbot marketing, 56% of respondents prefer messaging over calling customer care.[3]
  • 50% of businesses will spend more money on chatbots than on conventional mobile app development this year, according to chatbot statistics for 2021.[4]
  • And now, customers are reporting that this software is a successful means of managing client connections, with the most recent B2B chatbot statistics showing an 82% satisfaction rating.[4]
  • Specific industry statistics the most common industries using informational chatbots are healthcare (64%), telecommunications (59%), and banking (50%).[6]

Chatbots “Other” Statistics

  • According to the latest data from Comm100, chatbots were able to handle 68.9% of chats from start to finish on average in 2019.[2]
  • According to a Usabilla poll, 46% of participants stated they would choose a real person over a chatbot even if doing so saved them 10 minutes.[5]
  • 60% of customers think a person can comprehend their needs more clearly than a chatbot, in contrast.[5]
  • Over the past 12 months, 67% of customers globally engaged with a chatbot to get customer service.[5]
  • According to a NewVoiceMedia research, 46% of respondents believed chatbots were being utilized to keep them from speaking to a real person.[5]
  • 40% of customers don’t mind whether they interact with a chatbot or a person when they need assistance as long as they get the assistance they need.[5]
  • Since 2019, the usage of chatbots has increased by 92%, making it the brand communication medium with the highest growth.[5]
  • Drift the willingness to make purchases using chatbots increased from 17.1% to 41.3% between 2019 and 2020.[5]
  • When Facebook Messenger and an abandon cart chatbot were added to drift eCommerce shops, sales increased by 7-25%.[5]
  • By 2021, according to Gartner, more than 50% of corporate organizations, including Google, IBM, and Facebook, will invest more money annually in chatbots than in mobile applications.[5]
  • 27% of customers weren’t sure if they had a chatbot or a human person as their previous customer service contact.[5]
  • 87.2% of consumers rate their typical chatbot experience as within the range of neutral to positive.[5]
  • Real estate, tourism, education, healthcare, and finance make up the top 5 sectors using chatbots to their advantage.[5]
  • 60% of people aged 35 to 44 think businesses replace human agents with chatbots too quickly.[5]
  • 48% of individuals are more concerned with a chatbot’s ability to resolve their problems than its personality.[5]
  • Only 13% of respondents said the chatbots were completely ineffective, while 54% said they were only somewhat successful.[1]
  • Customers may utilize both chatbots and live chat to confirm that the chatbot supplied the correct information as 60% of consumers hold this notion.[1]
  • According to a research, 34% of online shoppers see chatbots as legitimate and practical tools.[1]
  • By the year 2022, chatbots are predicted to handle between 75% and 90% of all inquiries in this sector.[1]
  • Being able to contact companies 24 hours a day is seen by users of chatbots to be the top perk of utilizing them, according to drift.[1]
  • According to IBM, organizations may save up to 30% on customer support expenses by utilizing chatbots.[1]
  • By 2023, chatbots are predicted to generate over $100 billion in e commerce transactions, according to juniper research.[1]
  • According to Userlike, 68% of users like utilizing chatbots for its convenience, especially how soon they get a response.[1]
  • Chatbots can handle complete interactions with clients, and they do so roughly 70% of the time, according to a Com100 research.[1]
  • Around 23% of salesforce’s client companies, according to a research, are presently adopting AI chatbots.[1]
  • 1/3 customers, according to a Statista report, found that chatbots were highly successful in answering their questions.[1]
  • According to a Userlike survey, 60% of customers would still choose to speak with a human person over a chatbot, even if it meant standing in line.[1]
  • According to a Matthew Barby article, response rates for chatbot messages may reach up to 35-40% on average.[1]
  • Nearly 50% of individuals, according to a HubSpot post, are interested in making purchases using a chatbot.[1]
  • Around 70% of administrative duties in the healthcare industry, according to an article by insider intelligence, may be completed entirely by chatbots and AI.[1]
  • Conversations with chatbots reportedly have a greater satisfaction percentage than live chats with people, according to Comm100.[1]
  • 1/3 of consumers, according to drift, want to use chatbots to book reservations at restaurants and hotels.[1]
  • The majority of internet users, or 80%, engaged with chatbots at least once that year, according to Userlike data.[1]
  • According to a HubSpot post, 40% of people don’t give a damn whether they’re speaking to a person or not.[1]
  • About 50% of consumers think that businesses utilize chatbots to deflect customer care obligations and prevent them from getting in touch with actual human workers.[1]
  • The majority of customer encounters with chatbots are either pleasant or neutral (about 90%).[1]
  • For instance, barely 20% of banks allow chatbots, while only 13% of insurance companies do the same.[1]
  • But just 32% and 33% of people in the U.S. and Japan, respectively, had a favorable opinion of the technology.[1]
  • But the study also discovered that 31% more customer service firms intended to begin using them during the next 18 months.[1]
  • In fact, the same report discovered that businesses using chatbots with engaged audiences might possibly have response rates as high as 90% .[1]
  • 47% of American adults who use the internet believe that chatbots often provide inappropriate responses.[6]
  • 66% of Millennials versus 58% of Baby Boomers consider 24-hour service as the top benefit of using chatbots.[6]
  • In 2018 Accenture conversational bots, according to 61% of CEOs, increase worker productivity by automatically completing planned activities.[6]
  • The most prevalent uses of chatbots are in sales (41%), customer service (37%), and marketing (17%).[6]
  • By responding to up to 80% of common queries, chatbots may assist organizations in reducing the cost of providing customer support.[6]
  • According to eMarketer (2017), 67% of US millennial internet users would utilize a chatbot to buy a product or service from a company.[6]
  • 41% of customers think bots can provide more effective and superior customer service.[6]
  • According to eMarketer (2018), 43% of U.S users of digital banking prefer to utilize a live chat or chatbot.[6]
  • 34% of consumers say they’ll be using chatbots to connect with a person. (Drift, 2018).[6]
  • According to Drift (2018), 38% of internet consumers have contacted companies using online chat.[6]
  • According to GetVOIP (2019), 46% of respondents believe that chatbots are intentionally employed to keep them away from human operators.[6]
  • Drift 2018 conversational chatbots help websites to provide clients individualized attention, according to 57% of CEOs.[6]
  • According to Tableau, 29% of US customer support tasks would be automated by chatbots or comparable technology.[6]
  • According to Pega, 34% of users said they would like to respond to chatbot inquiries about ecommerce.[6]
  • According to Outgrow (2020), 53% of clients are more willing to make purchases from companies they can message.[6]
  • According to Salesforce (2019), 77% of consumers anticipate different things from companies in the next five years as a result of chatbots.[6]
  • But 59% of firms said that chatbots had trouble understanding the subtleties of human communication.[6]
  • Countries with the most number of chatbot users are the U.S. (36%), India (11%), and Germany (4%).[6]
  • Only 14% of consumers would opt to fill out a website form instead of chatting with a chatbot to receive answers to their questions.[6]
  • Only 9% of respondents to a more recent study indicated they would choose a chatbot over a person for customer care requirements.[6]
  • According to a CAGR of 21.9%, the size of the global conversational AI market would increase from $4.8 billion in 2020 to $13.9 billion by 2025.[6]
  • 67% of companies predict that chatbot use will exceed that of mobile applications in the next five years.[6]
  • The year 2019 a chatbot would be used by 35% of individuals to make a complaint, solve an issue, or get information.[6]
  • According to Drift (2018), 30% of customers are concerned that a chatbot may misjudge their order and provide the incorrect thing.[6]
  • A third of all people and about 40% of internet users in the US utilize voice search, according to eMarketer (2019).[6]
  • 34% of online buyers said they would prefer to answer questions from AI via chatbots or virtual assistants. (Chatbots Magazine, 2018).[6]
  • 21% of customers, using a chatbot to contact a business is the simplest option.[6]
  • The two most frequent applications of smart speakers are for playing music (82%) and shopping (54%).[6]
  • It is estimated that cost savings from using chatbots in banking will reach $7.3 billion globally by 2023, up from the 2019 estimate of $209 million.[6]
  • According to Drift (2018), executives make up 41% of those who initiate online discussions with businesses.[6]
  • 71% of shoppers said they would happily utilize a bot to enhance their shopping experience.[6]
  • According to Drift (2018), 41% of people starting online chat conversations with businesses are C-level executives..[6]
  • According to Accenture (2018), 60% of CEOs claim that by networking with other bots, chatbots enhance their agents’ capacity to address customer inquiries.[6]
  • In consumer expectations, over 50% of clients anticipate a company to be open 24 hours a day.[6]
  • In terms of the number of chatbots, the European market commands with 45%, followed by North America with 28%.[6]
  • By 2026, this is anticipated to increase to a staggering $102.29 billion with a CAGR of 34.75% for the decade.[6]
  • Top AI chatbots business uses are for voice to text dictation (46%) and support team collaboration on tasks (26%).[6]
  • Get an immediate response in an emergency (37%) and settle a complaint (35%) are the top applications for chatbots.[6]
  • The top anticipated advantages for consumers are 24 hour service (64%), and receiving an immediate response (55%).[6]
  • For your review, we’ve compiled some crucial concerns from numerous chatbot reports. According to recent research, 51% of businesses do not use chatbots.[6]
  • 83% of consumers say they will make messaging their primary means of contacting customer support if it means getting an immediate response.[6]
  • Chatbots for customer service are anticipated to be used by 47% of businesses, and virtual assistants by 40%.[7]
  • Customers all throughout the world reported utilizing chatbots for customer service 67% of the time in the last year.[7]
  • In the U.S, 67% of millennials said they were inclined to use chatbots to make purchases from firms.[7]
  • 34% of retail shoppers said they would feel more at ease conversing with an AI chatbot than a real customer service agent.[8]
  • 37% of individuals anticipate utilizing chatbots to get prompt responses to inquiries in an emergency.[8]
  • Businesses feel that chatbots enable them to provide clients a more personalized level of help in 64% of cases.[8]
  • Consumers are more inclined to utilize chatbots for service-related queries and prefer them for rapid replies (69%).[8]
  • 40% of millennials interact with bots every day while 67% of US millennial internet users would utilize a chatbot to buy a product or service from a company.[9]
  • In the first phases of the application process, 58% of applicants felt at ease communicating with AI and recruiting chatbots.[9]
  • Sixty six of respondents felt at ease with AI and chatbots handling interview scheduling and preparation.[9]
  • 84% of individuals who engaged with the bot volunteered their contact information, and 40% of them expressed interest in making a reservation.[9]
  • Over 80% of respondents have reported improved call volume processing utilizing AI, and almost 90% of respondents claim to have seen substantial improvements in the timeliness of complaint resolution.[9]
  • Over a ten year period, interest in chatbots has increased 4 times, according to Google Trends.[9]
  • Customer experience aspect index a chatbot that provides bargains based on geography will likely be used by 55% of customers.[9]
  • A chatbot or a human person handled their most recent customer service transaction, according to 27% of customers.[9]
  • 86% of users anticipate that chatbots will always provide a mechanism to switch to a real representative.[9]
  • 57% of businesses claimed that chatbot delivers large ROI on minimal investment (Accenture Digital).[9]
  • According to Usabilla, 54% of respondents would choose a live person over a chatbot even if engaging with a chatbot saved them 10 minutes.[9]
  • According to Getvoip, 65% of consumers seem not to trust chatbots and believe that they do not completely comprehend their problem.[9]
  • According to Humley, 37% of users said they’d rather communicate with a chatbot while making trip arrangements or weighing their alternatives.[9]
  • An initiative reduced contact center inquiries by over 70%, allowing staff to concentrate entirely on pressing customer concerns.[9]
  • Technology review at MIT, businesses anticipate using chatbots to provide more individualized customer service, according to 64% of respondents.[9]
  • Technology review at MIT in terms of customer happiness, service delivery, and contact center performance, 80% of respondents perceive discernible improvements.[9]
  • According to Uberall, 38% of customers believe firms should utilize chatbots for promotions, offers, and coupons.[9]
  • Positive comments from clients 80% of customers that interact with chatbots say they had a good customer experience.[9]
  • Availability of chatbots 50% of major businesses, or those polled by organizations like Accenture and Gartner, are thinking about increasing their investment in chatbots.[9]
  • By accelerating response times, chatbots may help businesses save their customer support expenses by up to 30%, and 80% of routine inquiries are answered, and agents are freed up to take on more difficult tasks.[9]
  • Financial brand in order to resolve concerns, 43% of US users of digital banking prefer to utilize a live chat or chatbot.[9]
  • 33% of customers said they would book a hotel or restaurant using a chatbot.[9]
  • 71% of customers overall expressed interest in interacting with chatbots, and just 29% said they have absolutely no interest.[9]
  • According to Accenture Digital Chatbot Report, top reasons of companies who don’t plan to implement chatbot are: uncertain exposure to a new privacy, security, legal, regulatory frontier (45%), and shortage of skilled developers (44%).[9]
  • According to HubSpot, 40% of customers don’t mind if an AI tool or a person answers their inquiry.[9]
  • Aspect asked its clients to score their interactions with chatbot or intelligent assistant technology, and the findings were as follows: Friendliness (65%), Ease of Use (65%), Speed (62%), Interaction Success (55%), Accuracy (55%).[9]
  • The use of chatbots as a brand communication channel has surged by a staggering 92% since 2019, according to Drift’s 2020 State of Conversational Marketing study.[2]
  • For example, just 20% of banking consumers and 15% of insurance customers embrace AI chatbots, respectively.[2]
  • If you want to break those cost-savings down, it works out as $0.70 per customer interaction, according to early projections by Juniper Research.[2]
  • Gartner forecasted in 2019 that AI, which includes chatbots, will manage 15% of all interactions worldwide.[2]
  • This is an excellent standard to compare your performance against since it is nearly 2 percentage points higher than the satisfaction rate for conversations that are transferred to human agents for obvious reasons.[2]
  • This is significant since 45.9% of customers already anticipate an instant answer from chatbots when they ask a question.[2]
  • This is an increase from 17.1% since 2019, demonstrating that contemporary chatbots are effective for more than just customer support; they can also increase conversions and seal deals.[2]
  • Clothes are sold in 22% of the most popular internet retailers, with health items coming in second. Furniture, electronics, and jewelry all make up 9% .[10]
  • Currently, chatbots are used by 24% of enterprises, 15% of midsized firms, and 16% of small businesses.[10]
  • Conversational chatbots are preferred by 33% of internet users when booking appointments and making online orders.[10]
  • 40% of organizations in the US, EU, and China utilize prebuilt AI tools like virtual assistants and chatbots.[10]
  • 48% of users would choose a chatbot without a personality over one that could resolve their problems.[10]
  • A 50% increase in expenditure on voice assistants over mobile applications is anticipated by enterprises.[10]
  • Only 23% of businesses employ AI chatbots for administrative duties, compared to 53% who use them in their it department.[10]
  • According to 58% of customers, have altered their expectations for customer support.[10]
  • Chatbots are not able to grasp customers’ demands as well as humans, according to 60% of consumers.[10]
  • Customer service representatives who employ chatbots claim that they have more time to address more difficult and complicated issues (64%).[10]
  • A poll by Allegis found that 58% of applicants were content to communicate with AI and chatbots for recruiting in the preliminary phases of the application process.[10]
  • When making online purchases, over 50% of female buyers like chatbots and use them to interact, compared to just 36.81% of males.[10]
  • It’s anticipated that 35% of businesses would utilize chatbots extensively for the recruiting process by the end of 2022.[10]
  • Depending on the sector, chatbot technology may raise website conversion rates on average by 10% to 100% .[10]
  • The market for chatbots has grown by 92% in the last few years, and they are the fastest growing brand communication medium.[10]
  • Chatbots have reduced the expenses of providing operational customer assistance by up to 30% .[10]
  • Messenger conversations between businesses and consumers had a 30% higher ROI than retargeting advertisements.[10]
  • If it may help them save money and time, a travel chatbot would be preferred by 87% of consumers for interaction.[10]
  • Over 40% of US customers utilized chatbots to interact with the retail sector, according to a 2019 poll.[10]
  • Nearly a quarter of customers interacted with companies using chatbots in 2020, a 13% rise from the previous year.[10]
  • Conversational marketing solutions are a wonderful complement to your sales staff since more than 40% of customers utilize them for purchases.[10]
  • Customer satisfaction rates for bot only chats are typically 87.58%, which is 2% better than the percentage for conversations that are sent to human agents.[10]
  • By 2022, chatbots are anticipated to handle 75-90% of client inquiries in banking and healthcare. By 2023, cost reductions from banking chatbots will total $7.3 billion dollars worldwide.[10]
  • Conversational AI and machine learning applications are two areas of concentration for software, which accounts for around 40% of all investment on cognitive AI.[10]
  • In regards to the administration of their company and work travel plans, two-thirds of respondents stated they would find a chatbot helpful 40% or extremely beneficial 26%.[10]
  • 37% of users said they would like to communicate with an intelligent chatbot while making travel arrangements or evaluating booking choices.[10]
  • XOR, a recruiting chatbot vendor, claims their chatbot solution improves the recruitment process by 33%, screens 85% more resumes with the same budget, and spends 50% less per hire.[10]
  • Chatbots are used for voice-to-text dictation in 46% of cases and task team collaboration in 26% of cases.[10]
  • When interacting with the financial provider, 43% of consumers of digital banking services prefer chatbots.[4]
  • According to Convince and Convert’s chatbot reporting, 37% of American internet users would use a chatbot in case of an emergency, which speaks to the importance of investing in this type of technology.[4]
  • According to IBM, bots can respond to 80% of a user’s typical inquiries, which reduces customer support expenses by more than 30%.[4]
  • By 2022, chatbots may be able to assist save company expenses by up to $8 billion, according to juniper research.[4]
  • Statistics from the eCommerce industry show that 92% of customers leave a business after a bad customer experience, which may be avoided by integrating chatbots into their customer care plan.[4]
  • Recent data on customer service show that 32% of customers would want to get a warm and polite response, which may often be challenging to integrate with smart technology.[4]
  • More organizations are starting to recognize how effective chatbots are in this area as 85% of them concentrate on delivering excellent customer service in 2021.[4]
  • Statistics on chatbot interaction indicate that 64% of the populace wants round the clock assistance. Chatbot technology plays a crucial role in temporarily substituting human labor in this situation.[4]
  • Unsurprisingly, 70% of them said they had a great experience with chatbots, and 50% of those who hadn’t used one previously said they planned to do so in the future.[4]
  • One of our funnier chatbot facts is shown here. For easy queries, 69% of the populace prefers to utilize a chatbot.[4]
  • But the remaining justifications for using a chatbot are also quite intriguing because 35% is to solve an issue.[4]
  • In fact, according to a Mindshare poll, 63% of individuals would provide information to a chatbot in order to interact with a business or brand.[4]
  • The worldwide chatbot industry, which is expanding at a staggering CAGR of 24.3%, will be valued $1.25 billion by 2025.[4]
  • The most recent developments in digital marketing indicate that chatbots have an 87.58% satisfaction rating.[4]
  • When the intricacy of the problem rises, such as with payment disputes or complaints, 23% of customers still prefer face to face interaction.[11]
  • Around the globe, 25% of travel and hospitality businesses utilize chatbots to allow customers make general questions or finalize reservations.[11]
  • 35% of corporate executives said that using virtual agents has made it simpler to conclude agreements.[11]
  • To address Covid-19 customer service difficulties, 58% of organizations invested in conversational marketing technologies.[11]
  • Instead of waiting for human employees to respond to their inquiries, 62% of customers say they would prefer to utilize a customer support bot.[11]
  • Over the next three years, voice assistants will displace 70% of customer trips to physical stores or banks.[11]
  • When seeking for solutions to straightforward queries, 74% of internet users prefer utilizing chatbots.[11]
  • 74% of millennials said that if a firm answers their social media questions, it increases their opinion of the brand.[11]
  • According to 82% of businesses using conversational marketing technologies, they are crucial components of their sales and marketing strategy.[11]
  • Instant answers to queries are crucial, according to 82% of customers, when contacting companies.[11]
  • 90% of companies claim that the response time for complaints has significantly improved.[11]
  • Acquire to address an issue, 55% of customers are eager to communicate with a company through messaging applications.[11]
  • 17% of firms seek to use chatbots to accomplish their marketing and lead generation objectives.[11]
  • 57% of CEOs said that chatbots provide a substantial return on investment with little work.[11]
  • 48% of users prefer to interact with a chatbot that solves issues over a chatbot that has a personality.[11]
  • According to Business Insider, Facebook Messenger conversations between businesses and consumers have a 30% higher ROI than retargeting advertisements.[11]
  • AI chatbots allow 64% of customer support representatives to spend the majority of their time resolving complex problems.[11]
  • Millennials in the US are 67% more likely to make purchases from companies that embrace chatbots.[11]
  • When a company doesn’t answer their inquiries right away, 29% of consumers leave the line.[11]
  • The largest market share is anticipated to belong to marketing, which is expected to increase at a CAGR of 23.7% by 2030.[11]
  • By 2021, it is anticipated that over 50% of corporate organizations would spend more money developing chatbots than mobile apps.[11]
  • 40% of web users don’t care if they are served by a bot or a human agent as long as they get the customer support services they need.[11]
  • Asking for music is the most common voice search on smart speakers, followed by the weather forecast (64%), amusing inquiries (53%), internet searches (47%), news (46%), and directions (34%).[11]
  • By 2023, artificial intelligence might automate up to 73% of administrative operations in the healthcare industry.[11]
  • According to Juniper Research, consumer retail spending through chatbots would increase to $142 billion by 2024 from only $2.8 billion in 2019.[12]
  • According to Insider Intelligence, adoption of chatbots may save the healthcare banking and retail sectors $11 billion annually by 2023, and up to 73% of administrative work in the healthcare industry might be automated by AI.[12]
  • Virtual agents are preferred by around 40% of internet users globally, and as more sectors, such as retail and healthcare, adopt digital technology, chatbots are anticipated to gain appeal in the future.[12]
  • 40% of customers do not mind if a chatbot or a live person assists them as long as they get the assistance they need.[13]
  • More than 67% of customers globally have utilized a chatbot for customer service in the previous year, and by the year 2020, around 85% of all customer contacts will be handled without a human representative.[13]
  • According to Gartner, up to 70% of white collar workers will engage with chatbots on a daily basis by 2022.[14]
  • By 2023, all of these savings may total up to $11 billion in yearly savings, a significant rise from 6 billion in 2018, according to Juniper Research.[14]
  • In 2025, the size of the worldwide chatbot industry will exceed $1.25 billion, predicted by Statista.[14]
  • Salesforce research indicates that 64% of workers claim that conversational AI chatbots have given them more time to concentrate on the big picture.[14]
  • Spending on cognitive and AI systems will increase by more than three times to $77.6 billion in 2022, according to International Data Corporation’s (IDC) analysis on the condition of the conversational AI industry. This is more than the $24 billion predicted for 2018.[14]
  • In a Forbes poll, 60% of millennial participants acknowledged using chatbots for customer service.[14]
  • One concrete example is Elkjøp, who reported a user satisfaction rate of 80% from those using chatbots.[14]
  • Adecco was able to cut live chat inquiries by 75% and redirect more time and resources to parts of the business that helped the firm expand and flourish thanks to a conversational AI chatbot.[14]
  • Because of this, 65% of users say they prefer to ask inquiries utilizing chatbots and other automated technologies.[14]
  • This is precisely what thon hotels did to enhance working conditions for its personnel, which led to a 30% decrease in the number of email support requests and contact center referrals delivered to in.[14]
  • By automating 90% of all questions about onboarding, Norwegian Block Xchange (NBX) was able to handle a large amount of new and current customer support inquiries.[14]
  • 33% of customers would use a chatbot to book a hotel or restaurant, according to Drift, and 87% of users would engage with a travel chatbot.[15]
  • 40% of customers don’t mind if an AI tool or a person helps them as long as their query is solved (HubSpot), and according to PwC, 27% of customers weren’t sure if their most recent customer service transaction was with a live person or a chatbot.[15]
  • 64% of AI enabled agents can devote the majority of their effort to addressing challenging tasks.[15]
  • By 2021, more than 50% of businesses will invest annually in chatbot and bot development rather than custom mobile app development.[15]
  • 77% of CEOs have already employed conversational bots for after sales and customer care, and 60% intend to do so (Accenture).[15]
  • 30% of customer service firms will use AI enabled process orchestration and continuous intelligence to offer proactive client services by 2023 (Gartner).[15]
  • A company may reduce its customer care costs by up to 30% by using chatbots (Chatbots Journal).[15]
  • Are you curious in using AI to revolutionize your customer service? visit this eBook to see how AI can handle more than 50% of your support queries.[15]
  • More than 64% of Facebook users in Brazil, India, the U.K, and the U.S say they prefer to talk with companies through Facebook Messenger because it increases the likelihood that they will hear back from them.[15]
  • According to the first number on this list, it implies 18% of the overall population uses chatbots.[15]
  • With a predicted CAGR of 29.7%, the chatbot industry is expected to increase from $2.6 billion in 2019 to $9.4 billion by 2024.[15]
  • Since 2012, a 50% increase in customers have chosen live chat over phone and email assistance.[15]
  • According to chatbots magazine, installing a conversational chatbot may help businesses save their customer care expenses by up to 30% .[16]
  • According to research by chatbots magazine, 67% of US millennials claimed they were inclined to use a chatbot to buy goods and services from firms.[16]
  • By 2025, the market for conversational AI is anticipated to be worth $1.3 billion, expanding at a CAGR of 24%.[16]
  • Compared to 50% of agents without AI chatbots, 64% of agents with them are able to spend the majority of their time tackling challenging issues.[17]
  • In the next five years, chatbots, according to 77% of consumers, will change how they expect businesses to operate.[17]
  • According to this report, just 14% of users would choose the form if given the option between an online form and a chatbot for assistance.[17]
  • Welcoming clients when they call new technology like chatbots and voice help, according to 58% of consumers, have altered their expectations of businesses.[17]
  • Actually, according to data from Survey Monkey and Drift, just 38% of customers really prefer to speak with a person when they interact with a company.[17]
  • According to the “State of Service” study, 80% of service decision makers think that using AI with people rather than in lieu of them yields the best results.[17]
  • A chatbot would be used by 35% of individuals to make a complaint, solve an issue, or get information.[18]
  • 56% of customers would rather message a company for assistance than contact customer service.[18]
  • Conversational chatbots help websites to provide clients individualized attention, according to 57% of CEOs.[18]
  • 67% of US millennial internet users would utilize a chatbot to buy a product or service from a company.[18]
  • According to drift, 64% of internet users see chatbots’ 24/7 availability as their top feature.[18]
  • By 2022, chatbots are anticipated to handle 75% to 90% of banking and healthcare customer support enquiries.[18]
  • According to predictions, voice assistants will be used in 50% of internet searches by 2020, up from 20% in 2017.[18]
  • When shopping online, 48.78% of female consumers utilize chatbots as a form of communication.[3]
  • 64% of agents who utilize chatbots are free to work on more challenging and complicated issues.[3]
  • By 2021, 85% of consumer interactions will be conducted without the need of human representatives.[3]
  • According to data by Junipers, the use of chatbots will reduce the number of hours spent on customer support by 2.5 billion over the next several years.[3]
  • According to data on Messenger chatbots, there were 100,000 more people using chatbots in 2018.[3]
  • According to data on chatbot engagement, 41.67% of males prefer email over chatbots when making online purchases.[3]
  • In 2019, around 40% of significant businesses with more than 500 employees plan to install at least one intelligent assistant or chatbot powered by AI.[3]
  • The most recent chatbot industry data from drift show that 64% of internet users consider round-the-clock help to be the top perk.[3]
  • As may be expected, the US accounts for the majority of chatbot users worldwide (36%), followed by India (11%).[3]
  • According to chatbot customer service trends for the next year, 15% of customers expect to use Amazon Alexa and 16% will utilize another sort of voice.[3]
  • According to chatbot figures in this Gartner analysis, by 2021, 85% of customer contacts would be handled by machines instead of people.[3]
  • Consumers have specific expectations for AI, yet the majority, according the most recent study, claim that chatbots have improved their user experience. 46% of respondents say they would rather speak to a human person than a chatbot.[3]
  • Customers like chatbots; more than half of internet users are satisfied with them and around 60% of millennials already use them regularly to purchase basic goods.[3]
  • According to HubSpot chatbot data, 40% of customers are okay with both and don’t mind if they get assistance from a real person or a chatbot as long as they do.[3]
  • It’s less probable that your firm will get these perks if you work for one with more than 250 people. Typically, midmarket businesses do not use chatbots.[3]
  • In an online shopping scenario, 34% of customers in 2017 chose to connect with artificial intelligence.[3]
  • Chatbots seem to be used by about 40% of businesses with between one and ten workers, making them the most regular users.[3]
  • It’s also noteworthy that 35% of people use chatbots to solve problems, and the same number also uses them to get in depth responses or explanations.[3]
  • By the end of 2019, there will likely be roughly a quarter of the world’s population utilizing chatbots.[3]
  • According to Forbes’ figures on chatbot usage in 2018, more than half of millennials experimented with them.[3]
  • When purchasing online, 49.30% of consumers aged 30–44 and roughly 44% of those aged 45–60 say they prefer utilizing chatbots as a communication channel.[3]
  • By 2023, it is anticipated that the retail banking and healthcare industries would save $11 billion annually on customer service costs.[3]
  • Currently, 27% of customers are interested in technologies that enable artificial intelligence.[3]
  • According to a Fortune Business Insights survey, there will be $721 million chatbots on the market in 2022.[19]
  • By 2023, Juniper Research predicts that the overall cost savings from using chatbots would be $11 billion.[19]
  • For instance, we may anticipate 6% of users to respond to their message or provide a score if we build chatbots that ask for a CSAT score.[19]
  • Although chatbots may boost sales conversions by 70% in certain sectors, it is challenging to develop standardized chatbot standards.[19]
  • Only 17% of consumers think businesses utilize chatbots excessively and make it too difficult to contact human employees.[19]
  • According to our analysis, 88% of consumers have interacted with chatbots at least once in the last year.[19]
  • Although the youngest consumer group loves the ease of AI powered instant messaging, just 44% of Gen Z respondents think chatbots will replace conventional customer service contact centers.[19]
  • By the end of this decade, with its present Compound Annual Growth Rate (CAGR) of around 22%, we may anticipate that this amount will reach $3 billion.[19]

Also Read

How Useful is Chatbots

One of the biggest advantages of chatbots is their ability to provide immediate assistance to users at any time of day or night. This round-the-clock availability means that customers can get the answers they need without having to wait for a human agent to respond. In a fast-paced world where instant gratification is key, chatbots can help companies deliver an exceptional customer experience and build brand loyalty.

Another benefit of chatbots is their efficiency in handling repetitive tasks. By automating routine inquiries and basic problem-solving, chatbots free up human agents to focus on more complex and high-value interactions. This not only increases productivity within the organization but also improves the overall customer service experience by ensuring that users receive prompt and accurate responses to their queries.

Chatbots can also be a game-changer when it comes to scaling customer support operations. As businesses grow and acquire more customers, the volume of inquiries and support tickets can skyrocket. Chatbots have the potential to handle a large volume of customer interactions simultaneously, without compromising the quality of service provided. This scalability makes them an attractive option for companies looking to streamline their support processes and manage customer inquiries effectively.

Moreover, chatbots can enhance the user experience by providing a personalized touch to interactions. By leveraging user data and historical interactions, chatbots can tailor responses to suit the individual preferences and needs of each customer. This level of customization helps create a more engaging and personalized experience for users, fostering a deeper connection between the brand and its customers.

Despite their many advantages, chatbots are not without their limitations. One common criticism of chatbots is their inability to accurately understand nuanced or complex queries. While they excel at answering basic questions and following predefined scripts, they can struggle with interpreting context, handling sarcasm or humor, and understanding unstructured input. This limitation can lead to frustrating interactions for users and may result in a negative impact on the overall customer experience.

In conclusion, chatbots have the potential to revolutionize the way companies interact with their customers and offer a wide range of benefits when implemented effectively. From enhancing efficiency and scalability to improving user experience and providing immediate assistance, chatbots can be a valuable addition to any organization’s customer service toolkit. However, it is essential to acknowledge their limitations and ensure that they are integrated thoughtfully and strategically to maximize their usefulness.

Reference

  1. bloggingwizard – https://bloggingwizard.com/chatbot-statistics/
  2. startupbonsai – https://startupbonsai.com/chatbot-statistics/
  3. smallbizgenius – https://www.smallbizgenius.net/by-the-numbers/chatbot-statistics/
  4. websitebuilder – https://websitebuilder.org/blog/chatbot-statistics/
  5. backlinko – https://backlinko.com/chatbot-stats
  6. financesonline – https://financesonline.com/chatbot-statistics/
  7. linchpinseo – https://linchpinseo.com/chatbot-statistics-trends/
  8. outgrow – https://outgrow.co/blog/vital-chatbot-statistics
  9. aimultiple – https://research.aimultiple.com/chatbot-stats/
  10. thrivemyway – https://thrivemyway.com/chatbot-statistics/
  11. chatbot – https://www.chatbot.com/blog/chatbot-statistics/
  12. insiderintelligence – https://www.insiderintelligence.com/insights/chatbot-market-stats-trends/
  13. invespcro – https://www.invespcro.com/blog/chatbots-customer-service/
  14. kindly – https://www.kindly.ai/blog/chatbot-statistics-2022
  15. netomi – https://www.netomi.com/chatbot-statistics
  16. revechat – https://www.revechat.com/blog/chatbots-trends-stats/
  17. salesforce – https://www.salesforce.com/blog/chatbot-statistics/
  18. slicktext – https://www.slicktext.com/blog/2020/04/chatbot-statistics/
  19. tidio – https://www.tidio.com/blog/chatbot-statistics/
  20. webinarcare – https://webinarcare.com/best-chatbots-software/chatbots-statistics/

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