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79 Critical Chatbot Statistics: 2020 Data Analysis & Market Share

Category: B2B News

Chatbots have transformed the way businesses communicate with customers. They bring with them a new, exciting aspect to websites, products, and services. From being a marketing buzzword, these chatbot statistics clearly show the revolution they’ve started in the world at large.

Chatbots are the reason why user expectations are going through the roof. This article collates the most important insights into the state of chatbots as of 2019. From the deployment of chatbots using customer support software to its role in marketing and sales, this should give you everything you need to know to validate your chatbot strategy.

chatbot industry statistics

General Chatbot Statistics

The growth of automation fuels the global chatbot revolution. AI advancements drive chatbots innovations. These chatbot industry statistics show the current state of its growth and global penetration:

Chatbot Market

  • The global chatbot market size will be $1.25 billion by 2025. [1]
  • The chatbot market value was at $703 million in 2016. [2]
  • Worldwide, chatbots will generate over $8 billion in savings by 2022. [3]
  • The chatbot market growth will accelerate more in the 2016-2023 period. [4]
  • Messaging apps have over 5 billion active users a month. [5]
  • The chatbot market size worldwide will reach $1.3 billion in 2024. [6]
  • By 2020, 80% of enterprises will use chatbots. [7]
  • Countries with the most number of chatbot users are the US (36%), India (11%), and Germany (4%). [8]
  • 24% of enterprises, 15% of mid-sized companies, and 16% of small businesses now use chatbots. [9]
  • 41% of people starting online chat conversations with businesses are C-level executives. [10]
  • From 20% in 2017, 50% of online searches will use voice assistants by 2020. [11]

Innovations & Benefits

  • Using chatbots can help businesses save up to 30% from the $1.3 trillion they spend to service customer requests. [12]
  • 64% of internet users say the best chatbot feature is 24-hour service. [10]
  • 55% of users say they enjoy getting quick responses to simple questions from a chatbot. [10]
  • 34% of users declared they would prefer to answer questions from a chatbot concerning ecommerce. [13]
  • Chatbots can help businesses save on customer service costs by answering up to 80% of routine questions. [14]
  • By using chatbots, businesses and consumers will save a combined 2.5 billion hours by 2023. [15]
  • People from 195 countries use online chat to start conversations on business websites. [10]
  • The top 3 work-related AI chatbots are Microsoft Cortana (49%), Apple Siri (47%), and Google Assistant (23%). [9]
  • Facebook now has over 300,000 chatbots. [16]

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Top Chatbot Apps Implemented by Businesses 2018

Top Chatbot Apps Implemented by Businesses 2018
Microsoft Cortana: 49

Microsoft Cortana

%
Top Chatbot Apps Implemented by Businesses 2018
Apple Siri: 47

Apple Siri

%
Top Chatbot Apps Implemented by Businesses 2018
Google Assistant: 23

Google Assistant

%
Top Chatbot Apps Implemented by Businesses 2018
Other chatbots: 14

Other chatbots

%
Top Chatbot Apps Implemented by Businesses 2018
Amazon Alexa: 13

Amazon Alexa

%
Top Chatbot Apps Implemented by Businesses 2018
Custom-built AI chatbot: 2

Custom-built AI chatbot

%

Source: Spiceworks

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These chatbot market research data indicate a bright future. Luckily, to ensure optimized chatbot use, there’s a long list of customer support solutions on the market. 

Chatbot User Statistics

Chatbots have altered how businesses (and their products) communicate with consumers. This chatbot market analysis shows chatbot usage worldwide.

Demographic Aspects

  • 66% of Millennials versus 58% of Baby Boomers consider 24-hour service as the top benefit of using chatbots. [10]
  • 34% of users say they would use a chatbot to find a human customer service agent. [17]
  • 40% of millennials say that they chat with chatbots daily. [18]
  • 43% of people prefer to deal with a human assistant versus a chatbot. [10]

Geographic Aspects

  • 15% of American adults have used a chatbot. [17]
  • 43% of digital banking users in the US prefer to use a live chat or chatbot to address issues. [19]
  • The European market (45%) leads in terms of the number of chatbots, followed by North America (28%). [20]
  • 67% of US millennial internet users would purchase a product/service from brands using a chatbot. [21]
  • 47% of American adult internet users think that chatbots give many unhelpful answers. [22]
  • Users in Asia-Pacific and Europe are similar in terms of the maturity chatbot usage mix.  [20]

Top Chatbot Usage by Region

The emergence of chatbots is now bringing various possibilities to businesses, including its adoption of advanced AI to complement human customer support.

Business and Chatbot Statistics

Chatbots won’t replace people in the workplace. Instead, chatbots seem to be reliable in the early levels of customer needs.  Knowing how and where to deploy them is the key to leveraging chatbots.

Common Business Use

  • 35% of people say they would use a chatbot for a complaint, a problem, or to get explanations. [10]
  • In emergencies, 37% of users say they would use a chatbot to get quick responses. [10]
  • 57% of executives cite that conversational chatbots enable their websites to provide personalized attention to customers. [23]
  • 34% of online buyers said they would prefer to answer questions from AI via chatbots or virtual assistants. [24]
  • 80% of businesses will likely have some form of chatbot automation by 2020. [2]
  • Top AI chatbots business uses are for voice to text dictation (46%) and support team collaboration on tasks (26%). [9]
  • Over 50% of customers expect a business to be open 24/7. [25]
  • 35% of consumers want to see more companies using chatbots. [26]
  • A third of AI startup founders said chatbots would be the top AI consumer application in the next five years. [27]
  • The common types of conversational bots being deployed are informational, enterprise productivity, and transactional bots. [23]
  • The two types of chatbot and AI engagement are declarative and conversational. [25]
  • 77% of chatbots assist after-sales and customer service operations. [23]
  • 59% of businesses said that chatbots had misunderstood the nuances of human dialogue. [28]

Industry-specific Statistics

  • Informational chatbots are most popular in healthcare (64%), telecommunications (59%), and banking (50%). [23]
  • The food (56%), banking (44%), and retail (35%) industries have the most popular use cases for voice assistants. [29]
  • Playing music (82%) and shopping (54%) are the most common uses of smart speakers. [29]
  • 42% of companies using chatbots are B2C. [30]
  • By 2022, banks can automate up to 90% of their client interactions via chatbots. [31]
  • The top industries profiting from chatbots are real estate (28%), travel (16%), education (14%), healthcare (10%), and finance (5%). [32]
  • 58% of firms that use chatbots are B2B tech. [33]
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Top Chatbot-Supported Tasks 2018

Top Chatbot-Supported Tasks 2018
Typing with voice dictation: 46

Typing with voice dictation

%
Top Chatbot-Supported Tasks 2018
Team collaboration: 26

Team collaboration

%
Top Chatbot-Supported Tasks 2018
Employee calendar management: 24

Employee calendar management

%
Top Chatbot-Supported Tasks 2018
Email management: 14

Email management

%
Top Chatbot-Supported Tasks 2018
Customer service: 14

Customer service

%
Top Chatbot-Supported Tasks 2018
IT help desk management: 13

IT help desk management

%
Top Chatbot-Supported Tasks 2018
Data analysis: 10

Data analysis

%

Source: Spiceworks (North American and European Organizations)

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Recent chatbot market reports indicate that tech giants are increasingly promoting the use of chatbots. It’s high time that you do the same. A best practice is by integrating one with the leading customer support platform in the market.

Leading Customer Support Software

  1. Freshdesk ranks as one of the best and complete help desk solutions around with features ranging from ticket management to customized reports. It is a go-to platform for many customer service teams.
  2. Zendesk is trusted by more than 40,000 organizations worldwide. This platform provides its users with comprehensive features such as group rules, macros, forums, and screencasting, among other service-related tools.
  3. Salesforce Service Cloud is a web-based solution that allows its users to deliver omnichannel customer support from a single dashboard. It is a complete platform with a great team management module on top of customer-facing tools such as a community knowledgebase.
  4. Groove is a robust alternative to other top customer support platforms today. It is fitted with useful and easy-to-use tools such as open tracking, customer history, conversation reporting, happiness reporting, and data exporting, among many others.
  5. Freshservice offers comprehensive features fitted in an easy-to-understand dashboard. Users enjoy its powerful features, including priority matrix, customizable agent roles, integrated game mechanics, knowledge base, and advanced reporting capabilities.

Benefits of Chatbot Statistics

Chatbots have progressed from being a buzzword into a fully functional business tool. Today, every marketer seeks to learn, comprehend, and deploy chatbots to attract and retain customers.

Operational Benefits

  • Chatbot automation translates to $23 billion in savings from annual salaries. [7]
  • Using chatbots can enable businesses to save up to 30% in customer support costs. [34]
  • 53% of companies use AI chatbots in their IT department. 23% use them for administrative tasks. [28]
  • 60% of executives say that chatbots improve their agents’ ability to handle client queries by networking with other bots. [23]
  • 61% of executives say that conversational bots enhance employee productivity via automatic follow up of scheduled tasks. [23]
  • 80% of businesses want chatbots by 2020. [35]
  • Top expected consumer benefits from chatbots include 24-hour service (64%) and getting an instant response (55%). [10]
  • Chatbots or similar technologies will automate 29% of US customer care activities. [36]

Increasing Preference for Chatbots

  • 53% of customers are more likely to shop with businesses that they can message. [2]
  • 21% of consumers believe chatbots are the easiest way to contact a company. [33]
  • 75% of users expect to receive an instant response from chatbots. [10]
  • People prefer using chatbots versus an app. [2]
  • In the next 5 years, 67% of businesses believe that chatbots will surpass mobile apps usage. [37]
  • 41% of people that start online chats with companies are executives. [10]
  • 40% of enterprises will implement intelligent assistants versus mobile devices in 2019. [28]
  • Top chatbot uses are for getting a quick answer in an emergency (37%) and resolving a complaint (35%). [10]
  • 69% of consumers said they’d prefer chatbots for receiving instantaneous responses. [20]
  • 34% of consumers say they’ll be using chatbots to connect with a person.[10]
  • 38% of online users have communicated with businesses through online chat. [10]
  • Chatbots will handle 85% of consumer interactions by 2020. [32]

Chatbot Benefits Expected by Consumers

If you’re operating an ecommerce store, how are chatbots helping your online business? ecommerce chatbot statistics report that chatbot adoption is driven mainly by the cost savings it provides.

Usage Issues and Chatbot Statistics

Chatbots have not matured yet as a technology. We’ve gathered these key issues from various chatbot reports for your perusal:

  • As of 2018, only 0.5% of all B2B companies are using chatbots. [38]
  • 51% of companies don’t use chatbots. The technology can’t yet include client history for personalized experiences. [23]
  • A company takes an average of 10 hours to respond to a message on messaging platforms. [25]
  • 30% of buyers worry that a chatbot would make a mistake like receiving a wrong item. [10]
  • 64% of executives say that user adoption hesitancy is the main reason why they don’t intend to implement chatbots. [23]
  • People are most frustrated with websites that are hard to navigate. [10]
  • 46% of people think that chatbots are used deliberately to keep them away from human agents. [39]
  • 27% of consumers can’t differentiate transacting with a human or a chatbot. [40]
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Top Problems with Traditional Online Experience

Top Problems with Traditional Online Experience
Websites hard to navigate: 34

Websites hard to navigate

%
Top Problems with Traditional Online Experience
Difficulty to get answers to simple questions: 31

Difficulty to get answers to simple questions

%
Top Problems with Traditional Online Experience
Hard to find basic business details: 28

Hard to find basic business details

%
Top Problems with Traditional Online Experience
Takes too long to find services: 27

Takes too long to find services

%
Top Problems with Traditional Online Experience
Poorly designed smartphone apps: 26

Poorly designed smartphone apps

%
Top Problems with Traditional Online Experience
Useless search options on a business website: 24

Useless search options on a business website

%
Top Problems with Traditional Online Experience
Inaccessible services via mobile devices: 23

Inaccessible services via mobile devices

%

Source: "The 2018 State of Chatbots Report." Drift

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Most chatbot marketing statistics highlight their impact on business. Chatbots make websites alive and more engaging. Optimize chatbots by integrating them with the top marketing solutions to your advantage.

Better Leverage Your Chatbot Strategy

Expect more compelling chatbot statistics to surface in the years to come. They offer an interactive and easy way to engage with brands. Chatbots could become the digital channel of choice of the future. Here are some key takeaways from this years’ chatbot statistics:

  • The chatbot market will expand more across the world.
  • Chatbot users are led by millennials. The other consumer segments are not that far behind.
  • These technologies help people.
  • Various types of chatbots are becoming the preferred mode of communication for many consumers.
  • Many businesses remain apprehensive of using chatbots in their operations.

Consistently proving real-time service is priceless in growing and keeping your existing relationships. Chatbots can help you and your workforce do this, without much financial burden. Same as in deploying a robust customer support platform, the buck stops on you on whether to take advantage of this technology now. Or it might be too late to catch up with your competitors.

 


References:

  1. ^Chatbot Market Size Worth $1.25 Billion By 2025
  2. ^21 Vital Chatbot Statistics for 2019
  3. ^Chatbot Conversations to deliver $8 billion in Cost savings by 2022
  4. ^Global Chatbots Market To Witness Exponential Growth By 2023
  5. ^Battle Of The Bots
  6. ^Global Chatbot Market worth over $1.34bn by 2024
  7. ^80% of businesses want chatbots by 2020
  8. ^Chatbot 2019 Trends and Stats with Insider Reports
  9. ^Data snapshot: AI Chatbots and Intelligent Assistants in the Workplace
  10. ^2018 State Of Chatbots Report
  11. ^The Rise of Voice: What the Increase in Conversation, Voice Assistants and AI Means for Business
  12. ^Can Chatbots Help Reduce Customer Service Costs by 30%?
  13. ^Customer comfort with AI chatbot service worldwide 2017, by service
  14. ^How chatbots can help reduce customer service costs by 30%
  15. ^Chatbots to deliver $11Bn in annual cost savings for retail, banking and healthcare sectors by 2023
  16. ^Facebook Messenger passes 300,000 bots
  17. ^The 6 Critical Chatbot Statistics for 2018
  18. ^11 Chatbot Trends that Help Grow Your Business
  19. ^Digital Banking Users Are Turning to Chatbots
  20. ^The Future of Chatbots in Insurance
  21. ^Likelihood that US Millennial Internet Users Would Purchase Products/Services from Brands Using a Chatbot
  22. ^U.S. adults’ challenges of using chatbots 2018
  23. ^Conversational Bots – Accenture
  24. ^Chatbot Report 2018: Global Trends and Analysis
  25. ^Chatbot Infographic
  26. ^Data Show How Chatbots Help Businesses Perform Better and Improve Customer Experience
  27. ^AI Founders and Executives Predict 5-Year Trends on Consumer Tech
  28. ^40 Percent of Large Businesses Will Implement Intelligent Assistants or Chatbots by 2019
  29. ^Conversational Commerce
  30. ^Chatbot Statistics: The 2018 State of Chatbots
  31. ^CHATBOTS, A GAME CHANGER FOR BANKING & HEALTHCARE, SAVING $8 BILLION ANNUALLY BY 2022
  32. ^Socializing with AI – Chatbot Stats 2018
  33. ^2020 Chatbot Statistics – All The Data You Need
  34. ^Chatbots In Customer Service – Statistics and Trends
  35. ^Read – Can Virtual Experiences Replace Reality?
  36. ^Automation potential and wages for US Jobs
  37. ^Chatbot statistics 2019
  38. ^NerdyData
  39. ^Are People Even Using Chatbots? A Closer Look at Some Stats in 2019
  40. ^Bot.Me: A revolutionary partnership

 

Louie Andre

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. From pitch deck to exit strategy, he is no stranger to project business hiccups and essentials. He has been involved in a few internet startups including a digital route planner for a triple A affiliate. His advice to vendors and users alike? "Think of benefits, not features."

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