Chatbots are taking over our stores, workplaces, and institutions. Maybe not in an evil science fiction way, but certainly by the numbers.
Chatbots have exploded in popularity over the past few years due to their low cost, 24/7 availability, and scalability. As the statistics show, organizations are increasingly investing in chatbots, and consumers are more and more interested in their benefits.
If you’re looking for a quick overview on chatbots’ current place in the market, you’re in the right place. Here’s a roundup of some of the most relevant chatbot statistics.
1. Consumer Perceptions and Preferences
- 88% of customers used an AI chatbot in 2022
- 87.2% of consumers have had neutral or positive experiences with chatbots
- 62% of consumers would rather use a chatbot than wait for a human customer service agent
- 71% of consumers would prefer to chat with a chatbot when checking the status of an order
- 96% of consumers know what chatbots are
- 88% chatted with at least one chatbot in 2023
- 29% of consumers mostly expect chatbots to be available 24/7
- 38.12% of customers find it annoying when a live chat’s chatbot is unable to understand context
- 69% of consumers were satisfied with their last interaction with a chatbot
- 40% of consumers don’t care whether their query is dealt with by a human or a chatbot
- 69% of customers would use a chatbot if they knew it could resolve the issue more quickly
- Almost half of all chatbot users think they may have mistaken a chatbot for a real person (47%)
2. Chatbot Market Growth and Trends
- The global chatbot market is expected to reach $27.3 billion by 2030
- The global chatbot market size was valued at USD 396.2 million in 2019 and is projected to grow to USD 1,953.3 million by 2027
- The global chatbot market size was valued at $5.1 billion in 2022 and $6.3 billion in 2023
- The chatbot market was valued at $17.17 billion in 2020, and it is projected to reach $102.29 billion by 2026
- Worldwide retail spending on chatbots is set to soar from $12 billion in 2023 to $72 billion by 2028
3. Chatbots in Marketing and Retail
- Chatbots are the fastest growing communication channel for brands, rising by 92% from 2019 to 2020
- 60% of consumers prefer messaging over email or phone calls
- 65% of consumers use social media messaging apps to contact a company’s customer service team
- Gen Zs prefer brands able to engage them in real time, at a personal level
- 43% of CMOs and executives worldwide surveyed said they expect to frequently use chatbots for marketing in the next 2-3 years
- Around 91% of marketing agencies think chatbots will become an integral part of business operations
- 50% of digital marketing agencies in North America reported using ChatGPT
- For e-commerce stores, chatbots are most effective at generating leads for clothing items
- Main advantages of using e-commerce chatbots in the U.S. in 2023: Six in ten U.S. consumers thought that chatbots saved their time because they are always available
4. Chatbots in Customer Support
- Chatbots can answer up to 79% of routine queries
- Chatbots save companies ~30% on customer support costs
- 30% of C-level support executives name implementing automated support with chatbots a main priority of 2024
- 42% of support leaders believe a “chatbot analyst” position will be added to support teams in the coming years
- 53% of customers give up in the first 10 minutes of waiting for an agent
- 39% of companies use chatbots to help make their site more interactive for users
- 28% of leading companies use AI for marketing
- Chatbots handle conversations from start to finish around 70% of the time
5. Chatbots in HR
- By 2023, 75 percent of HR inquiries will be initiated through conversational AI platforms
- Use of automation technology in HR has led to an 88 percent reduction in contract processing time and an 80 percent decrease in signature processing time
6. Chatbots in Healthcare
- The market size of chatbots healthcare is estimated to be worth $543.65 million USD by 2026
- 52 percent of patients acquire their health data through the use of healthcare chatbots
7. Chatbots in Finance
- 70% of banking and consumer services users have used the same chatbot repeatedly
- The top use case for banking and consumer services chatbots is troubleshooting issues and managing accounts
8. Consumer Behavior and Trends
- Site visitors who sent a high-intent message within their bot conversation proved 5x more likely to convert into an opportunity
- From 2022 to 2023, the number of times buyers expressed gratitude through chat nearly doubled
- The number of requests to speak to a human increased 2.5x
- People use chatbots most often between 8 am and 5 pm
- 69% of users consider chatbots to be helpful
- 39% of all chats between businesses and consumers involve a chatbot
Sources
The Ultimate List of Marketing Statistics for 2024
Chatbot Market Size, Share & COVID-19 Impact Analysis
State of Conversational Marketing
Chatbots: Vector Analysis, Competitor Leaderboard & Market Forecasts 2023-2028
The Future of Customer Conversation
Despite Challenges, Salesforce Says Chatbot Adoption is Accelerating
Healthcare Chatbots Market Size Worth USD 543.65 Million by 2026
Brand Strategies for Conversational Interfaces
32 Latest Chatbot Statistics For 2024
Guide to AI Chatbots for Marketing
Generative AI Spend on Mobile Messaging to Reach $11bn Globally by 2028
50 Critical Chatbot Statistics You Need To Know For 2024
Digital Banking Users Are Turning to Chatbots
How HR Is Using Virtual Chat and Chatbots
The future of Gen Z marketing has chatbot written all over it
The Ultimate List of Marketing Statistics for 2024
Messaging App Statistics 2024: The Most Popular Messaging Platforms & Beyond
Table of Contents
Stay up to date with the latest on AI chatbots
Share this on: