Want to save money and give better customer service? You might want or need a chatbot.
Chatbots are a type of computer program that uses AI to understand spoken or written language and respond to it. They can be set up to respond to simple key words or complex conversations about certain topics.
In this article, I've made a list of all the chatbot statistics from different areas, like eCommerce, business, and the global market.
Grab your reading glasses and check out the chatbot statistics below.
Most Amazing Chatbot Statistics & Facts
The rise of on-demand messaging has changed how people like to talk to each other. Chatbots are being used in more business processes in more fields. Bots are one of the most important tools for improving the customer experience and giving great customer service.
The way businesses talk to their current and potential customers is changing because of chatbots.
- By 2021, 85% of customer interactions will be handled without the use of human agents.
- 50% of companies intend to spend more money on chatbots than on mobile apps.
- The best feature of chatbots, according to 64% of internet users, is 24-hour service.
- In an emergency, 37% of people use a customer service bot to get a quick response.
- In 2018, Facebook had over 300,000 chatbots.
- In 2018, Blue-Bot sent two million messages to over 500,000 customers.
- People who use messaging apps and are willing to talk to chatbots number 1,400,000,000. (Acquire)
- 35% of people use chatbots to solve a problem or a complaint or to get more information. (Drift)
- On their website, 58% of B2B companies use a chatbot, while only 42% of B2C companies do. (Relay)
- 40% of millennials say that they talk to bots every day. (Mobile Marketer)
- On the low end, 35–40% of people respond to low-engagement bots. At the top end of the range, better bot experiences can lead to response rates of 80–90%. (Bary, Matthew)
- Since 2019, the number of people using chatbots has grown by 92%, making it the fastest-growing way for brands to talk to people. (Drift)
Customer Support Chatbots
Here are some stats about chatbots customer support:
- According to data from Statista, 64% of businesses prefer chatbots to human customer service when it comes to providing individualized customer support.
- Furthermore, according to Statista, 34% favor using the chatbot protocol to get in touch with a customer service representative over the phone or in person.
- According to HubSpot, 40% of customers prefer chatbots and customer service representatives as long as their question is answered and there are no delays in receiving feedback.
- According to Business Insider, 48% of customers don't care whether customer service is provided by a human agent or an AI-powered chatbot.
- After extensive testing, NewVoiceMedia reported that the majority of problems cannot be solved by chatbots and instead require a customer service representative.
- According to Juniper Research, implementing chatbots for efficient customer support will help the insurance industry save up to $1.3 billion over the next few years.
Chatbot Market Statistics & Trends
- With a 40.4% share of the market, the chatbot market has the largest share in North America. (AllTheReserach)
- By 2027, the market for chatbots is anticipated to generate $454.8 million in revenue, up from $40.9 million in 2018. (Statista)
- market size for chatbots
- Chatbots are used by 25% of all travel and hospitality businesses to help customers make general inquiries or complete bookings. (Statista)
- AI chatbots are the brand communication channel for 23% of customer service organisations. (Salesforce)
- Chatbot adoption is much faster in larger companies than in smaller ones. Their market segment currently holds over a 46% market share for chatbots and is expected to expand soon. (AllTheReserach)
- Marketing, artificial intelligence, and human intelligence are the three segments of the global chatbot market. By 2030, marketing is expected to have the largest market share, expanding at a CAGR of 23.7%. (GlobeNewswire)
Stats on Chatbots for Business
- Juniper Research says that businesses and retail stores will save $8 billion by 2022 if they can cut the cost of chat support.
- A study by Drift found that chatbots help 55% of businesses make more sales.
- Userlike did a big survey and found that only 9% of people want chatbots to be taken out of businesses. The rest of the people still prefer chatbots.
- A study by Drift found that 33% of customers would rather use a chatbot than call a hotel, restaurant, or resort to make a reservation.
- MIT Technology is sure that chatbots can handle 90% of complaints right away if the question is explained well.
- CCW Digital says that 80% of companies are looking for ways to add chatbots to their service in some way.
Chatbot Forecasts & Future Predictions
- 70% of white-collar workers will use chatbots every day by the year 2022. (Gartner)
- By 2022, chatbots should be able to answer 75–90% of questions. (Research from Juniper)
- By 2021, AI will handle about 1 in 6 customer service calls around the world. (Gartner)
- Gartner says that by 2021, more than half of enterprise companies like Google, IBM, and Facebook will spend more each year on chatbots than on mobile apps. (Gartner)
- By 2021, $4.5 billion will be put into the technology behind chatbots. (Research by Opus)
Chatbot Global statistics
- Only 9% of customers think that chatbots should never be used by businesses. (Userlike)
- In a study done by NewVoiceMedia, 46% of people said they thought chatbots were being used to keep them from talking to a real person. (NewVoiceMedia)
- 60% of people think a person can understand what they need better than a chatbot. (Business Insider)
- Still, 60% of people would rather wait for a real person than talk to a chatbot. (Userlike)
- 48% of people would rather a chatbot solve their problems than have a personality. (Business Insider)
- A survey by Usabilla found that 46% of people would rather talk to a real person than a chatbot, even if the chatbot saved them 10 minutes. (Usabilla) 60% of people between the ages of 35 and 44 think that companies are too quick to replace real people with chatbots. (CGS)
- 40% of customers don't care if they get help from a chatbot or a real person as long as they get the help they need. (HubSpot)
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Customer service is very important and must be fixed no matter what.
With time, technology and AI have gotten better, people around the world now use chatbots to help with customer service.
From the numbers above, you can see that chatbots are very helpful. People like them, businesses like them, and they are very useful and can be used in many different ways. No matter what kind of business you run, chatbots can help you improve and streamline your processes.
- Juniper Research
- Venture Beat
- Matthew Barby
- Business Insider
- Insider Intelligence