Whenever you visit a website, chances are you’ll see a little window pop up and a bot saying hello. Based on the latest chatbot statistics, that sight will become more and more common around the web.
The latest trends in AI tech and development show that chatbots are here to stay. These handy AI tools can provide the ultimate customer experience, sell products, answer questions, and perform brand promotion.
Chatbots make both companies and customers happy by providing instant customer service with a great ROI.
Chatbot Stats (Editor’s Choice)
- There was a 67% increase in chatbot use from 2018 to 2020
- 60% of millennials have used a chatbot
- 57% of executives agree that chatbots provide huge ROI with minimal effort
- User adoption hesitancy is the reason 64% of companies aren’t adopting chatbots
- About 47% of shoppers consider purchasing from a bot
- A total of 40% of shoppers don’t care if an AI or a human is serving them
- Companies can save up to 2.5 billion of customer service hours with chatbots
- More than 67% of people are using chatbots for customer support
The Latest Chatbot Stats
Artificial intelligence is quickly developing to become a crucial part of businesses, especially online. Today, one of the best uses of AI technology is chatbots. While the concept has been around since 1966, their usage has gained immense popularity in the last decade with introductions of customer service bots and virtual assistants like Siri, Alexa, Google Assistant, and others.
1. The chatbot market is projected to reach $102.29 billion by 2026.
During the pandemic, the use of chatbots exploded globally, with many organizations doing their best to keep their customers satisfied. According to the latest chatbot growth statistics, the chatbot market was estimated at $17.17 billion in 2020, and by 2026, it’s projected to reach an astonishing $102.29 billion.
2. North America’s chatbot market is expected to generate a revenue of $5.6 billion by 2027.
Regionally, North America has the highest uptake of the chatbot market, and it will likely continue to dominate the industry in the future. The data shows that by 2027, the North American chatbot market will reach $5.6 billion.
3. There was a 67% increase in chatbot use from 2018 to 2020.
The chatbot industry growth saw an increase of 67% since 2018, and the growth is correlated with the advancement in AI development. The ability for bots to provide quality customer support and increase ROI for businesses is central to the success of this technology.
4. Over 34% of IT experts believe AI is already crucial for business.
It’s not only customers who see how beneficial chatbots can be. More than 34% of IT professionals think that AI is essential for a better business organization, and over 50% believe that AI can improve customer support.
Chatbot Usage Statistics
Chances are in the last decade, you’ve interacted with a chatbot at one point or another. As this technology gains traction and sophistication, many businesses are turning to it for cheaper and more efficient customer support, and internet users don’t seem to mind.
5. About 60% of millennials claim to have used a chatbot.
Chatbots perfectly match millennials’ needs for instant gratification and the desire to interact with the latest technology. Notably, 60% of millennials said they’ve used chatbots, and according to the chatbot user statistics, 70% of those had a positive experience.
6. Overall, 1.4 billion people are using chatbots online.
Globally, more than 1.4 billion people interact with chatbots online, including messaging bots and mobile apps. Chatbot provides many positive features to consumers, from constantly available customer support to efficiently solving issues.
7. Chatbot use can save up to 30% in costs.
Chatbots don’t just benefit customers. While it’s true that billions of people have issues that need customer support, chatbot savings statistics show that businesses can save up to 30% on customer service representative costs by using chatbots instead.
8. Chatbots satisfy customers 60% to 80% of the time.
Even though bots can’t answer 100% of customer questions or solve all pressing problems, they still provide a high percentage of satisfaction, reports show. Notably, 60% to 80% of the time, customers are happy with the service they received from a bot, based on recent chatbot implementation statistics.
9. One chatbot can answer 100 questions during the same time that a service rep answers one.
Chatbots are highly efficient at answering questions. So much so that one bot can answer 100 questions in the same time it takes a customer service rep to answer one.
10. A total of 57% of executives agree that chatbots provide huge ROI with minimal effort.
Chatbot use statistics show that executives are feeling the benefits of using chatbots. One in 10 believe that chatbots can improve the organization’s ability to handle customer support by networking with other bots. About 67% say bots can boost employees’ productivity, and 57% agree that bots provide maximum ROI with minimum effort.
11. User adoption hesitancy is the reason 64% of companies aren’t adopting chatbots.
Some companies are reluctant to adopt chatbots. According to chatbot statistics, 64% think that their users won’t like engaging with bots as a replacement for a human representative. In addition, about 51% believe that bots can’t incorporate context for better personalization, and 47% consider bots incapable of understanding human input.
12. A reported 60% to 90% of issues are resolved by chatbots.
Despite doubtful attitudes and hesitations about how well chatbots can solve customer problems, stats show that they resolve between 60% and 90% of all issues. Another 10% to 40% are transferred to human support either via live chat or a ticket feature.
13. The 24/7 service is the best feature of chatbots, according to 64% of users.
Today’s internet users want everything available at all times, and it’s no different with chatbots. A notable 64% of people state that the 24/7 availability of a chatbot is its best feature, and an additional 69% of users prefer chatbots since they provide a fast answer to simple questions. According to chatbot facts, 37% of customers use them to get fast solutions in an emergency.
14. The US is among the top five countries for chatbot use.
The latest chatbot industry overview shows that the top five countries that use bots the most are the US, India, Germany, the UK, and Brazil. These little pieces of AI are most commonly found in real estate, travel, education, healthcare, and finance industries.
Ecommerce Chatbot Statistics
Chatbots are especially handy for ecommerce stores by being used to promote products, improve marketing campaigns, and boost sales. Since a vast number of customers don’t care whether they’re served by a bot, ecommerce businesses are happy to use them.
15. Brands that extend service hours to 24/7 see a 40% increase in chats.
Chats are useful in ecommerce, and those brands that started utilizing them at all times saw a 40% increase in use of this feature, according to customer service statistics. Chatbots help keep customers more engaged while on a website by providing answers to simple questions.
16. About 47% of shoppers consider purchasing from a bot.
Chatbots don’t just answer questions, they also are informed and helpful sales associates. Notably, 47% of people don’t mind purchasing from a bot. Many report appreciating the direct recommendations and no-nonsense approach of AI, according to the latest customer experience statistics.
17. A total of 40% of shoppers don’t care if an AI or a human is serving them.
Bots have such a positive impact that 40% of customers don’t even care if it’s a human or a bot helping them. What matters most is that their questions are answered in an efficient and timely way.
18. About 58% of customers say chatbots have changed how they view the company.
A total of 58% of customers claim chatbots and voice assistants have changed what they expect from a company. Salesforce chatbot statistics show that 54% of customers say that companies need to change how they engage with their users, showing that consumers more and more demand real-time response to questions, problems, and other service needs.
19. A total of 64% of agents with access to AI can spend more time solving complex tasks.
Customer service employees are also more productive when there’s AI technology involved. Overall, 64% of agents with AI chatbots are free to spend their time dealing with complex problems as opposed to answering simple questions. For comparison, chatbot customer service statistics indicate that only 50% of agents without AI can do the same.
20. Overall, 63% of consumers believe that businesses should use Messenger.
Facebook Messenger has become one of the central ways people interact with each other and with businesses, too. Notably, a majority 63% of consumers think that more organizations should focus on using this app, especially with all the automation features available for brands and companies.
21. Businesses that use Messenger see 84% of the message opening rate.
With over 300,000 active chatbots, businesses that utilize Facebook Messenger see an 84% message opening rate, according to chatbot marketing statistics. For comparison, the average opening rate for email ranges from 15% to 34%.
22. Over 80% of small businesses in India and Brazil claim WhatsApp helped increase business.
The WhatsApp Business App is another growing messaging platform that customers around the globe use to reach out to businesses. This app became so popular in India and Brazil that 80% of small businesses claim it helped them grow, based on WhatsApp chatbot stats.
Chatbots and Customer Support
Modern consumers demand excellent service around the clock, and chatbots are the way to meet that expectation. The future looks bright for bots, as AI technology improves to serve people even better than the real thing.
23. AI will handle 95% of customer interactions by 2025.
The latest AI technological developments show that AI tools will soon manage a vast amount of customer support interactions. Notably, AI statistics show that AI will handle upwards of 95% of interactions by 2025, including live telephone and online conversations.
24. Companies will save up to 2.5 billion customer service hours with chatbots.
Chatbots are so beneficial for businesses that they will help companies save up to 2.5 billion customer service hours by 2023. About 50% of companies will also invest more money in chatbots than mobile apps, based on statistics on chatbot adoption.
25. Over two billion messages are exchanged between customers and brands via chatbots.
Over two billion messages have been exchanged between automated chat systems and customers. With the integration of chatbots and social media, businesses have even more options for tracking customer behavior and collecting consumer data.
26. Customers prefer to chat than to call support in 56% of cases.
The latest data shows that 56% of customers would rather message customer service than call them. According to chatbots statistics, 53% of customers also claim they’re more likely to purchase from a business they can message instead of having a face-to-face interaction.
27. A total of 86% of customers still prefer talking with a human.
Some customers are still more inclined towards human customer support. Statistics show that 86% of customers still prefer a human agent over a bot. Additionally, 71% reported they would be less likely to use a brand without human customer service available. Regardless, customer support chatbot statistics show that over 67% of people used a chatbot for customer support, some without even knowing.
28. 41% of users believe that bots provide a better customer support experience.
Besides providing quick answers, chatbots are also great at customer service. Based on what 41% of customers said, chatbots provide a more efficient service and a better experience. Moreover, 71% of consumers reported they would gladly use a bot if it could improve their customer experience.
29. With chatbots, companies managed to increase their sales by 67%.
Chatbot benefits statistics show that businesses that used chatbots increased their sales by 67%. By reacting faster to consumers’ inquiries, customers were less likely to go to a competing website. Additionally, customer service satisfaction increased by 24% using bots instead of representatives.
Chatbots are an introduction to AI that most people can get on board with. Improving both the customer experience and the profitability of a company, chatbots seem to be the solution to an old customer service problem: availability.
The modern consumer wants instant response to issues and questions in real-time. While some still prefer human interaction, chatbot statistics show that these little helpers are perfect for round-the-clock service to simple and common issues, leaving more time for the professionals to solve more complex matters.
People Also Ask
Chatbots are computer programs that can manage talking to a human to provide faster and more efficient customer service. Today, numerous chatbots are available for all kinds of industries, and many businesses believe they’re highly efficient.
Chatbots can increase ROI, speed up the support process by answering simple questions, and even sell products. These programs also help customer support employees save time for more complex tasks. Some are so efficient that they can answer 100 questions in the time it takes a human to answer one.
While many consider chatbots to be an invention of the modern world, the first one was actually created in the 1960s. First designed to imitate a human conversation, chatbots today are present across all industries and follow the needs of consumers.
Chatbots help users navigate websites, answer basic questions, engage with the brand, provide simple support, and sell products. Since AI technology will continue to develop, chatbots will remain a trend that adapts and evolves with customer expectations.
During the last couple of years, both consumers and businesses saw how helpful chatbots can be. They are already an essential part of businesses and play a key role in the customer service sector.
Today, chatbots are used to provide information and point the customer in the right direction. In the future, this AI tool will have the power to predict customer behavior and needs. As a result, it will become more mature and might provide more personalized and sophisticated service.
Chatbots are available 24/7 and on-demand to the customer’s request. Businesses understand the value of this type of support, as the modern consumer expects to be served immediately.
Chatbots are fast and can be utilized for various purposes. They reduce the amount of simple requests human representatives have to handle and are online all of the time. Both customers and businesses are becoming more accustomed to having a bot around for it’s quick and on-demand service.
At the moment, there are 300,000 chatbots on Facebook, but that’s not the only platform that utilizes them. Wit.ai, a natural language platform for developers, counts over 150,000 registered accounts.
Chatbots.org also lists over 1,350 chatbots and virtual agents that can be used globally. Some of the best chatbots out there are Zendesk Answer Bot, Alexa for Business, Dasha AI, and ManyChat.
The real estate industry utilizes chatbots the most. Regardless of the industry, however, about 40% of companies planned to adopt this useful AI technology in 2019. The newest data shows that 80% of entrepreneurs will have implemented chatbots by 2021.
Other industries that benefit from chatbots are manufacturing, healthcare, entertainment, and public service. Right now, Amazon has the best chatbot, with a 70% share of the market, according to recent chatbot statistics.