1.
88% of customers will use an ai chatbot by 2022
87.2% of consumers have had neutral or positive experiences with chatbots.
62% of consumers prefer using a chatbot to waiting for a human customer service agent.
71% of consumers would prefer to chat with a chatbot to check the status of an order.
96% of consumers know what chatbots are
88% chatted with at least one chatbot in 2023
29% of consumers expect chatbots to be available 24/7.
38.12% of customers are bothered that a senegal mobile phone number live chat chatbot is unable to understand the context.
69% of consumers were satisfied with their last interaction with a chatbot
40% of consumers don't care whether their query is answered by a human or a chatbot
69% of customers would use a chatbot if they knew it could solve the problem faster.
Almost half of chatbot users believe they have confused a chatbot with a real person (47%).
2. Chatbot market growth and trends
global chatbot market 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 is projected to reach $102.29 billion by 2026.
Global retail spending on chatbots will skyrocket from $12 billion in 2023 to $72 billion in 2028
3. Chatbots in marketing and retail
chatbots are the fastest growing communication channel for brands, increasing 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.
Generation z prefers brands capable of capturing their attention in real time, on a personal level.
43% of global marketing directors and executives surveyed say they expect to frequently use chatbots for marketing in the next 2-3 years.
Around 91% of marketing agencies believe that chatbots will become an integral part of business operations
50% of north american digital marketing agencies say they use chatgpt
for ecommerce stores, chatbots are more effective in generating leads for clothing items
top advantages of using ecommerce chatbots in usa by 2023: six in ten us consumers thought chatbots saved them time because they are always available
4. Chatbots in customer service
chatbots can answer up to 79% of routine queries
chatbots save companies ~30% on customer service costs
30% of c-level support executives name implementing automated support with chatbots as a top 2024 priority
42% of support leaders believe a “chatbot analyst” position will be added to support teams in the coming years.
53% of customers abandon within the first 10 minutes of waiting.
39% of companies use chatbots to help make their website more interactive for users.
28% of leading companies use ai for marketing
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