Key Chatbot Statistics for 2025: Perceptions, Market Growth, Trends

Written by

Sarah Chudleigh

Researcher & AI Content Marketing Lead

Table of Contents

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Key takeaways

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 AI 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. Chatbot Usage Stats

88% of customers used an AI chatbot in 2022
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
Almost half of all chatbot users think they may have mistaken a chatbot for a real person (47%)

2. Chatbot User Preferences

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
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
60% of consumers prefer messaging over email or phone calls

3. 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
Chatbots are the fastest growing communication channel for brands, rising by 92% from 2019 to 2020

4. Chatbots in Marketing and Retail

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

5. 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
Gen Zs prefer brands able to engage them in real time, at a personal level
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
65% of consumers use social media messaging apps to contact a company’s customer service team

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6. 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

7. 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

8. 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

9. 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

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