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  • 79 Critical Chatbot Statistics: 2019 Data Analysis & Market Share

79 Critical Chatbot Statistics: 2019 Data Analysis & Market Share

Category: B2B News

Chatbots have transformed how businesses communicate with customers.  They are bringing a new, exciting aspect to websites, products, and services. From being a marketing buzzword, these chatbot statistics clearly show the revolution they’re making to the world at large.

Chatbots are the reasons why user expectations are going through the roof. This article collates in one place the most important insights into the state of chatbots as of 2019. It will help you get the picture clearly and use the data to validate a chatbot strategy whether for your company or a client.

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 US$1.25 billion by 2025. (Grand View Research)
  • The chatbot market value was at $703 million in 2016. (Outgrow)
  • Worldwide, chatbots will generate over $8 billion in savings by 2022. (Juniper Research)
  • Grand View Research)
  • The chatbot market growth will accelerate more in the 2016-2023 period. (Credence Research)
  • Messaging apps have over 5 billion active users a month. (HubSpot)
  • The chatbot market size worldwide will reach $1.3 billion in 2024. (Global Market Insights)
  • By 2020, 80% of enterprises will use chatbots. (Business Insider)
  • Countries with the most number of chatbot users are the U.S. (36%), India (11%), and Germany (4%). (Collect.chat)
  • 24% of enterprises, 15% of mid-sized companies, and 16% of small businesses now use chatbots. (Spiceworks)
  • 41% of people starting online chat conversations with businesses are C-level executives. (Drift)
  • From 20% in 2017, 50% of online searches will use voice assistants by 2020. (Invoca)

Innovations & Benefits

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

Top Chatbot Apps Implemented by Businesses 2018

Microsoft Cortana

%

Apple Siri

%

Google Assistant

%

Other chatbots

%

Amazon Alexa

%

Custom-built AI chatbot

%

Source: Spiceworks

Designed by

These chatbot market research data indicate a bright future. To ensure your chatbot use, it’s best to deploy it with one of today’s best customer support solutions.

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 in using chatbots. (Drift)
  • 34% of users say they would use a chatbot to find a human customer service agent. (Convince and Convert)
  • 40% of millennials say that they chat with chatbots on a daily basis. (Acquire.io)
  • 43% of people prefer to deal with a human assistant versus a chatbot. (Drift)

Geographic Aspects

  • 15% of American adults have used a chatbot. (Convince and Convert)
  • 43% of digital banking users in the U.S. prefer to use a live chat or chatbot to address issues. (eMarketer)
  • The European market (45%) leads in terms of the number of chatbots, followed by North America (28%). (Cognizant)
  • 67% of U.S. Millenial internet users would purchase a product/service from brands using a chatbot. (eMarketer)
  • 47% of American adult internet users think that chatbots give many unhelpful answers. (Statista)
  • Users in Asia-Pacific and Europe are similar in terms of its maturity chatbot usage mix.  (Cognizant)

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

Industry-specific Statistics

  • Informational chatbots are most popular in healthcare (64%), telecommunications (59%), and banking (50%). (Accenture)
  • The food (56%), banking (44%), and retail (35%) industries have the most popular use cases for voice assistants. (Capgemini)
  • Playing music (82%) and shopping (54%) are the most common uses of smart speakers. (Capgemini)
  • 42% of companies using chatbots are B2C. (relay)
  • By 2022, banks can automate up to 90% of their client interactions via chatbots. (Juniper Research)
  • The top industries profiting from chatbots are real estate (28%), travel (16%), education (14%), healthcare (10%), and finance (5%). (Chatbots Life)
  • 58% of firms that use chatbots are B2B tech. (Ubisend)

Top Chatbot-Supported Tasks 2018

Typing with voice dictation

%

Team collaboration

%

Employee calendar management

%

Email management

%

Customer service

%

IT help desk management

%

Data analysis

%

Source: Spiceworks (North American and European Organizations)

Designed by

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.

Benefits and 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. (BusinessInsider)
  • Using chatbots can enable businesses to save up to 30% in customer support costs. (invesp)
  • 53% of businesses use AI chatbots in their IT department. 23% use them for administrative tasks. (Spiceworks)
  • 60% of executives say that chatbots improve their agents’ ability to handle client queries by networking with other bots. (Accenture)
  • 61% of executives say that conversational bots enhance employee productivity via automatic follow up of scheduled tasks. (Accenture)
  • 80% of businesses want chatbots by 2020. (Oracle)
  • Top expected consumer benefits from chatbots include 24-hour service (64%) and getting an instant response (55%). (Drift)
  • Chatbots or similar technologies will automate 29% of US customer care activities. (McKinsey)

Increasing Preference for Chatbots

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

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. (NerdyData)
  • 51% of companies don’t use chatbots. The technology can’t yet include client history for personalized experiences. (Accenture)
  • A company takes an average of 10 hours to respond to a message on messaging platforms. (Oracle)
  • 30% of buyers worry that a chatbot would make a mistake like receiving a wrong item. (Drift)
  • 64% of executives say that user adoption hesitancy as the main reason why they don’t intend to implement chatbots. (Accenture)
  • People are most frustrated with websites that are hard to navigate. (Drift)
  • 46% of people think that chatbots are used deliberately to keep them away from human agents. (GetVoip)
  • 27% of consumers can’t differentiate transacting with a human or a chatbot. (PwC)

Top Problems with Traditional Online Experience

Websites hard to navigate

%

Difficulty to get answers to simple questions

%

Hard to find basic business details

%

Takes too long to find services

%

Poorly designed smartphone apps

%

Useless search options on a business website

%

Inaccessible services via mobile devices

%

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

Designed by

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 come in the years to come. It offers 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 of 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 by 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 whether to take advantage of this technology now. Or it might be too late to catch up with competitors.

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. No stranger to small business hiccups and drama, having been involved in a few internet startups. Prior to his for-profit ventures, he has had managed corporate communications for a Kansas City-based Children International unit.

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