40 AMAZING Chatbot Statistics for 2020

40 AMAZING Chatbot Statistics

This is a collection of 40 up-to-date Chatbot statistics.

So if you want to see stats about:

  • The growth of chatbots
  • How consumers use chatbots
  • Chatbots and conversion rates
  • Why people use chatbots over email

You’ll love the updated stats on this page.

Let’s dive right in!

Chatbot statistics – Hero

01. Chatbot Usage & Engagement Stats

If you’ve noticed more and more chat icons in the lower right hand corner of the sites you visit, you’re not alone. The data shows that chatbot usage and engagement is on the rise. Question is: how many businesses use chatbots? And how many consumers engage with them? Let’s take a look at the stats.

    1. 15% of people have used a chatbot to communicate with a business (Drift)
People used chatbot to communicate
  1. The #1 predicted use case for chatbots is “getting a quick answer in an emergency”. The #2 use case is “resolving a complaint or question”. (Drift)
  2. 35% of people use chatbots to resolve a complaint or problem, or for getting detailed answers (Drift)
  3. 58% of B2B companies use a chatbot on their website, as compared to 42% on B2C websites (Relay)
  4. 40% of millennials claim to engage with bots on a daily basis (Mobile Marketer)
  5. On the low end, low engagement bots see 35-40% response rates. On the higher end of the spectrum, better bot experiences can result in 80-90% response rates. (Matthew Barby)
  6. 69% of consumers prefer to use chatbots for the speed at which they can communicate with a brand (Salesforce)
  7. 65.1% of businesses who have implemented chatbots are in the SaaS space (Relay)
  8. 46% of companies leveraging intelligent assistants or AI chatbots use them for voice to text dictation (Spiceworks)
  9. The #1 department supported by businesses who use chatbot technology is IT, at 53% of organizations (Spiceworks)
  10. 8 our of 10 of consumers who have engaged with a chatbot report it as an overall positive customer experience (Uberall)

02. Chatbots for Customer Support

Chatbots are a customer support win-win. Customers win because they get real-time, 24/7 support for their simple questions. Businesses win because they can save on staffing costs and allow their support staff to solve harder problems and issues that customers face.

    1. 67% of worldwide consumers interacted with a chatbot to get customer support over the past 12 months (Invesp)
    2. The top concerns people have when using a chatbot for their customer service questions? A lack of understanding the issue. Or the bots inability to solve a complex issue or problem. (NewVoiceMedia)
    3. Chatbots can help businesses save up to 30% on their customer support costs (IBM)
    4. 27% of consumers were unsure if the last customer support interaction they had was with a real person or a chatbot (PwC)
    5. 34% of retail customers would be comfortable speaking with customer service through AI chatbots instead of a live customer support representative (Statista)
    6. 64% of businesses believe that chatbots will allow them to provide a more customized support experience for their customers (Statista)
Chatbots provide more customized support
  1. Consumers cite “24 hour service” as the biggest benefit of having chatbots available for the online services that they use (Drift)

03. Chatbots and Conversions

Chatbots aren’t just for answering questions. With the right programming, they can be a sales rep that’s closing deals 24 hours a day 7 days a week. In fact, as you’ll see in this list of chatbot stats, more and more businesses are using chatbots to help consumers make purchasing decisions.

  1. A HubSpot survey found that 47% of consumers would be open to making a purchase from a chatbot (HubSpot)
  2. The top 5 industries profiting from the incorporation of chatbots are real estate (28%), travel (16%), education (14%), healthcare (10%), and finance (5%) (Chatbots Life)
  3. 33% of consumers want to be able to use a chatbot to make a reservation at a hotel or restaurant (Drift)
  4. Millennials are about twice as likely to use a chatbot that acts as a personal shopper compared to age groups older than them (Facebook)
  5. eCommerce stores adopting Facebook Messenger along with an abandon cart chatbot have started to boost revenue by 7-25% (Chatbots Magazine)

04. Consumer Preferences with Chatbots

It’s clear that businesses get at ton of value from chatbots. But are chatbots like phone tree menus ― good for businesses but bad for consumers? Fortunately not. In fact, according to these stats consumers want to use chatbots MORE in the future.

    1. 35% of consumers would like to see more businesses incorporating chatbots on their websites (ubisend)
Consumers want more businesses incorporating chatbots
  1. A study conducted by NewVoiceMedia found that 46% of consumers felt chatbots were being used to prevent them from reaching a live person (NewVoiceMedia)
  2. 60% of consumers believe a human can better understand what they need as compared to a chatbot (Business Insider)
  3. 43% of consumers say they prefer to deal with a real-life assistant over a chatbot (Drift)
  4. 48% of people care more about a chatbot being able to solve their issues over it having a personality (Business Insider)
  5. 46% of respondents in a Usabilla survey said they would choose a live person over a chatbot even if engaging with a chatbot saved them 10 minutes (Usabilla)
  6. 60% of consumers aged 35-44 believe companies are too quick to replace human representatives with chatbots (CGS)
  7. 40% of consumers have no preference when it comes to engaging with a chatbot or a human for help, as long as they receive the support they need (HubSpot)

05. Chatbot Forecasts & Predictions

What’s the future of chatbots? Well, according to several industry studies and survey, chatbots appear to be here to say. And, as artificial intelligence improves, many predict that chatbots will begin to replace customer support reps in the near future.

  1. In 2019, 40% of companies with more than 500 employees will use AI or chatbots on company-owned devices (Spiceworks)
  2. By 2020, 80% of businesses plan to utilize chatbots (Oracle)
  3. 85% of customer support interactions will be performed by a chatbot by 2020 (Gartner)
  4. Gartner predicts that by 2021, over 50% of enterprise companies (like Google, IBM and Facebook) will spend more money each year on chatbots than mobile apps (Gartner)
  5. By 2021, $4.5 billion will be invested in chatbot technology (Opus Research)
  6. Juniper Research believes that by 2022, chatbots will save businesses an aggregate of over $8 billion per year (Juniper Research)
  7. In 2022, the banking industry could see the success rate of bot interactions reach over 90% (Juniper Research)
  8. Juniper Research estimates that chatbots will account for $112 billion in retail sales by 2023 (Mobile Marketer)
  9. By 2024, the global chatbot market is projected to be over $994 million (ClickZ)

Conclusion

Chatbots are a new, emerging space. So I expect to update this list on a regular basis as new chatbot stats come in.

But for now, I’d like to hear what you have to say.

Do you agree with the fact that chatbots can help with customer support and online sales?

Or maybe I missed an interesting stat that belongs on this list.

Let me know by leaving a comment below right now.

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