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Chatbots have taken the customer service and real estate industries by storm, but that’s just the start of the story. Experts predict 90% of customer interaction in banks will be automated by 2022.
And despite what you might think, that could be a good thing. 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.
We’ve compiled some stats to show why eCommerce and chatbots are a match made in heaven.
Chatbot Statistics – Editor’s Choice
- Chatbots can cut operational costs by up to 30%.
- 85% of customer interaction will be handled without human agents by 2021.
- 50% of businesses plan to spend more on chatbots than on mobile apps.
- 64% of internet users say 24-hour service is the best feature of chatbots.
- 37% of people use a customer service bot to get a quick answer in an emergency.
- There were over 300,000 chatbots on Facebook in 2018.
- Blue-Bot sent two million messages to more than 500,000 customers in 2018.
Chatbot Usage and Artificial Intelligence
Today, 27% of consumers are interested in artificial intelligence support tools.
The idea of using human language in communication with machines arose in the early ‘50s. However, at that time, people could not yet imagine the machines that could actually react or work like humans. In the past few decades, though, things have changed significantly. People still have unrealistic expectations about artificial intelligence, but we can say that humanity has moved a step closer to interacting with machines. Today, AI technology is used to provide virtual assistance in a range of different industries, including healthcare, business, education, and finance.
1.4 billion people are using chatbots.
The advancement of AI has provided humanity with a stack of useful tools and resources. Chatbot growth has been prominent across a number of industries, to the point where 1.4 billion people now use them on a fairly regular basis. So, we might have a new answer to the question: What are chatbots? More than ever, they’re the way companies help customers ask questions or resolve problems quickly and easily.
Chatbots can answer 80% of standard questions.
Chatbot market statistics show that one of the reasons this technology is becoming more and more popular is that chatbots can answer most questions users might throw at them. It’s still important to have some trained customer support professionals for more complicated questions. But for everyday issues, a chatbot service reduces costs and speeds up response time. This allows customer service agents to work on more challenging tasks and take a big-picture approach.
In 2017, 34% of consumers preferred to communicate with artificial intelligence in an online retail situation.
Why? Because consumers like to get the information they’re asking for immediately. Bots are the best at providing fast and reliable service; they’re always on and they’re programmed to answer the most common questions immediately, which gives them an advantage over email or social media.
Chatbot Customer Service Statistics
67% of customers used chatbots in the past year.
With two-thirds of customers having used chatbots in the past year, this technology has become mainstream. We live fast, online lives that are dominated by our phones and tablets. For the most part, that works in our favor. But sometimes we need help, and we need it as quickly as possible. This is when chatbot customer support steps in. Chatbot statistics for 2019 show that people are adjusting well to automated support.
64% of internet users say 24-hour service is the best feature of chatbots.
Why do we love chatbots? First, we like their quick response and prompt service. Second, we want answers at any time of the day and we enjoy their accessibility. This is why chatbots are so popular. As many as 64% of internet users see round-the-clock support as the biggest benefit, according to the newest chatbot industry statistics provided by Drift.
37% of people use a customer service bot to get a quick answer in emergencies.
Among customers who use chatbots, 37% use them for getting answers in case of an emergency. It’s also interesting to note that 35% use chatbots to resolve problem and the same percentage do so to get detailed answers or explanations.
55% of people who use chatbots would expect them to provide instant responses and answers to simple questions.
Customer service trends show that chatbots’ benefits are numerous and customers are aware of this. Indeed, using a customer support chatbot gets you instant answers and asks you short, direct follow-up questions that are easy to understand. For speed and convenience, chatbots provide the perfect solution.
Chatbot Implementation Statistics
The first chatbot, ELIZA, was created in 1966.
ELIZA was created by Joseph Weizenbaum. Although this first-ever bot failed the relevant tests, it blazed a trail for the development of chatbots in the future. Today, we can make use of sophisticated chatbots, which have gained enormous popularity over the past couple of years due to the great service they provide
The top five countries in terms of chatbot use are the USA, India, Germany, the UK, and Brazil.
As we’d expect, the US is home to the largest portion of the world’s chatbot users (36%), followed by India (11%). Germany came in third place (4%) – it’s the highest-ranked non-English-speaking country on the list. The United Kingdom (3%) and Brazil (2%) have almost the same number of chatbot users.
It’s estimated that nearly a quarter of the world’s population was using chatbots by the end of 2019.
How many people are going to use chatbots in the future? Well, according to these chatbot statistics, by the end of the year, almost a quarter of the global population will be using some kind of chatbot support on a daily basis.
The real estate industry is the most profitable field for chatbots.
More than 28% of real estate business now use chatbots. That makes sense; this is the industry that profits the most from chatbot usage. Why? Because agents have realized that chatbots can do most of the everyday work real employees used to do. This saves time, resources, and ultimately money. If you are in this industry, setting up a real estate chatbot is a must. Remember, chatbot companies offer specific services that are specially designed for real estate purposes.
$5 billion will be invested in chatbots by 2021.
The chatbot market is growing fast. We already have millions of chatbots operating through various industries, which is why investing in chatbots could be a very good move. More and more companies are using chatbots to provide their customers with better, faster service. We’ve already mentioned the real estate industry, but did you know the travel industry also benefits extensively from chatbots? This is because chatbots are actually very useful in filtering and speeding up the process of booking, as chatbot statistics for 2019 prove.
Interest in chatbots increased by 160% in 2018.
Clients were more interested in implementing chatbots in 2018 than in any previous year. You can see the change for yourself; just browse through any good company’s website and pay attention to the customer service options. Today, companies both large and small are investing resources into customer experience and support. Aside from cutting costs, all these companies are trying to automate the work process and enable around-the-clock customer service.
Statistics on Customer Service and Chatbots
53% of service organizations are going to use chatbots within the next 18 months.
Customer service organizations are using chatbots more and more every day. This technology helps identify issues, then solve them promptly without human assistance. A growth rate of 136% was predicted for 2019, proving that chatbots will have an even bigger role in the near future.
58% of users say chatbots have changed their expectations of customer service.
Chatbots have changed customers’ experience for good. Consumers have certain expectations when it comes to AI, but according to the latest research, most say chatbots have positively affected their user experience.
46% of users would prefer to communicate with a live person instead of chatbot.
If we look at customer service stats, we can conclude that customers are still more likely to opt for a conversation with a real person. Although a chatbot can save them a lot of time, almost half of the internet users in the US say they would rather receive support from a live person, according to Chatbots Magazine. However, 40% of consumers are fine with both; they don’t care if they get help from a real human or chatbot, as long as they get help, according to HubSpot chatbot statistics.
64% of agents who use chatbots are free to spend their time solving more difficult and complex problems.
With the help of AI chatbots, 64% of agents can work on resolving complex problems. In comparison, only 50% of agents without chatbots have the same luxury.
16% of Americans have used channels like Alexa or Google Home chatbot for shopping.
Customers use chatbots for a range of purposes: to get information, pay bills, or get assistance. Shopping is also at the top of the list. After all, nearly 16% of Americans own smart speakers. Chatbot customer service trends for next year predict that around 15% of people will use Amazon Alexa, while 16% plan to use some other type of voice-controlled chatbot tool.
Predictions About the Future of Chatbots
Chatbots can cut operational costs by up to 30%.
eCommerce chatbot statistics show that businesses spend around $1.3 trillion on customer requests per year. With the assistance of chatbots, this expense could be reduced by 30%.
Bank systems will automate up to 90% of customer interactions using chatbots by 2022.
Almost 40% of major companies with more than 500 people are going to implement at least one intelligent assistant or AI-based chat robot in 2019. By the end of 2020, 80% of entrepreneurs will use chatbots.
85% of customer interactions will be handled without human agents by 2021.
Chatbots will change the world, that is for sure. No matter whether or not we prefer talking to agents, in the future we will be forced to rely on chatbot support. Chatbot statistics in this Gartner report predict that 85% of customer interactions will be managed without humans by 2021. This is good news. Consumers will get answers instantly, companies will reduce costs, and agents can spend their time solving more important issues.
Companies will save 2.5 billion customer service hours using chatbots by the end of 2023.
One of the main goals of the companies that implement chatbots is to reduce customer service work time. According to Juniper’s research, the introduction of chatbots will save 2.5 billion customer service hours over the coming years. The customer service cost reduction across the retail, banking, and healthcare sectors is estimated to amount to $11 billion annually by 2023.
Statistics About Chatbots in Business
By the end of 2020, 80% of entrepreneurs will use chatbots.
(Chatbots Magazine) (SiteVisibility)
Chatbots have become one of the most useful tools for marketers, and it’s safe to say that by the end of 2020, they will dominate the customer service field. Well, we already know that chatbots save time and money, and users of all ages and groups like them. Why? Because many users are more comfortable chatting online than talking with human agents or waiting too long to get the answers they need. Statistics on chatbot marketing show that 56% of people would rather message than call customer service.
50% of businesses plan to spend more on chatbots than on mobile apps.
Are chatbots going to replace mobile apps? According to Gartner’s report, many companies are prioritizing implementing chatbots over mobile apps. Chatbots have become more reliable and effective due to technological advances, as chatbot engagement statistics point out. As such, people have become more and more interested in chatbots, leaving mobile apps behind. Of course, this doesn’t mean that chatbots will replace mobile apps for good. It simply means that for getting quick service, people will look to chatbots first.
Companies with between one and 50 employees use chatbots more than others.
If you’re working in a company that has more than 250 employees, it’s less likely that your company will enjoy these benefits; mid-market companies usually don’t deploy chatbots. However, chatbot use statistics show us an interesting trend about smaller businesses. It seems nearly 40% of companies that have between one and 10 employees use chatbots, making them the most-frequent users.
Only 0.5% of B2B companies use chatbots.
B2B companies are not into chatbot services. As many as 99.5% of these companies didn’t deploy chatbots in 2018. And what are the consequences? Well, some research has shown that it’s important to make B2B sales friendlier. These companies tend to deploy conversational marketing strategies to move buyers through sales funnels using the advantages of real-time conversations.
Chatbot User Statistics
Approximately 40% of people of all ages prefer to use chatbots when shopping online.
More and more chatbots are appearing across the internet. The reason for the fast-growing chatbot market is that people are more and more satisfied with this kind of customer support. Recent research has shown that all age groups enjoy shopping with the assistance of chatbots. Of shoppers aged 30-44, 49.30% say they prefer using chatbots as their communication channel when shopping online, and around 44% of shoppers aged 45-60 use the same channel.
Three in five millennials have used chatbots at least once in their lives.
More than half of millennials tried out chatbots in 2018, according to chatbot use statistics by Forbes. As we already know, millennials use social media apps more than any other generation – they interact with friends via social media, get information, shop, or use apps for entertainment. They are also more open to trying new technologies and applying them in everyday life. It’s thanks largely to this generation that chatbots are becoming more and more popular.
Baby boomers are more likely to expect benefits from chatbots than millennials.
You might be surprised to discover that baby boomers are the generation most likely to enjoy the benefits of chatbots. Many people assume that impatient millennials want technology like this, but actually baby boomers use chatbots to resolve problems more than the younger generations. Around 61% of baby boomers expect an instant response from chatbots.
27% of adults in America have used chatbots for shopping at least once in their life.
Consumers now buy basic goods, like food or clothes, using chatbots. What’s more, nearly 13% of shoppers are now buying more-expensive items using chatbots.
48.78% of female shoppers like chatbots and use them as a channel of communication when buying online.
Nearly 50% of female shoppers like to use chatbots while shopping, while only 36.81% of men do the same. According to chatbot engagement statistics, 41.67% of men prefer using email over chatbots when purchasing online.
47.92% of men use chatbots if they can’t find answers to simple questions.
While women use chatbots for online shopping, men are most likely to turn to this technology to get answers to simple questions.
Chatbot Growth Statistics and Social Media Platforms
63% of consumers think businesses should be on Messenger.
Social media platforms have become so popular in the past couple of years that the number of Facebook users is growing by the day. If you take a look at Facebook trends in 2017, you’ll see some astonishing figures. More than 1.3 billion people used Facebook Messenger, many of them for business purposes.
There were over 300,000 chatbots on Facebook in 2018.
According to Messenger chatbot statistics, the number of chatbots increased in 2018 by 100,000 users. Business and customers combined sent around 8 billion messages a day over the past year.
BlueBot sent two million messages to more than 500,000 customers in 2018.
(Convince & Convert)
BlueBot, or simply BB bot is a Facebook Messenger chatbot launched by KLM Royal Dutch Airlines to help passengers book tickets and inform them about flights, gate changes, and other important flight-related info. The idea behind the program was to reduce customer service hours by engaging an automated chat bot. And KLM succeeded. In its first six months, BlueBot helped more than 500,000 customers, according to Facebook messenger bot stats.
More than 80% of small businesses in India and Brazil say WhatsApp helps them improve customer service and grow business.
WhatsApp’s chatbot is among the top chatbots used specifically for business purposes. Many companies over the world have implemented this chatbot in order to improve customer support on one of the world’s most-used apps.