Last Updated: November 20, 2020
What is chatbot technology? It’s a model based on artificial intelligence that generates a more personalized, efficient text-based conversation for internet users. Chatbots help businesses offer first-class online services on any platform like never before. The following statistics serve to help us discover the potential of chatbots, current trends, how effective they are, how they’re being deployed, and what rate of adoption we might be seeing in the coming years. First, let’s roll out some of the best highlights contained in the statistics you’re about to see.
Chatbot Statistics (Editor’s Choice)
- A chatbot can cut customer service costs by more than 30%.
- Chatbots are expected to help reduce business costs by up to $8 billion by the year 2022.
- 80% of companies are already planning to deploy some type of chatbot by 2020.
- 43% of those who use digital banking services prefer using chatbots or live chat to address their problems.
- Facebook’s chatbots are used by just 1% of the businesses positioned on Facebook.
- The first chatbot, ELIZA, was invented in 1966, 22 years before the internet.
- There are more than 300,000 different chatbots just on Facebook.
- 40% of people aged 18–34 (millennials) interact with chatbots every day.
- 69% of the public prefers to use a chatbot instead of a company’s official app.
- 63% of people trust chatbots with their most sensitive information.
Today, the chatbot adoption rate is on the rise. Some of this technology’s advantages are that it doesn’t require any updates, doesn’t need to be downloaded, and doesn’t require additional space on the device from which chatbots are accessed. There are chatbots for almost anything. For companies, they’re an element that helps notably improve the online user experience, especially when it comes to providing individualized assistance.
Now, let’s get down to business!
Chatbot Adoption Statistics
1. The use of chatbots can help cut customer service costs by more than 30%.
The advantages of using chatbots are diverse. They include agility, efficiency, and convenience in serving the public 24/7. The savings they deliver in customer service operations and resource optimization allow interactions with human agents to take place only in complex cases where this contact is really required. And according to IBM’s chatbot statistics from 2017, chatbots can answer 80% of a user’s routine questions, cutting customer service costs by more than 30%.
On top of it all, live chat statistics indicate that 85% of consumers will be getting support without any actual human interaction by the end of 2020.
2. 30% of American adults fear that chatbots will make an error.
(Convince & Convert)
With this in mind, it’s essential to have a programming department that can constantly monitor the software. Another element that’s important to get the public to trust the technology completely: educational content. That’s why brands must consider the current chatbot trends of 2020 and make sure they transmit the appropriate knowledge to their customers.
3. 40% of people aged 18–34 (millennials) chat with bots every day.
According to a study by Mobile Marketer, 40% of millennials surveyed said that they interact with various chatbots regularly.
4. 63% of people are willing to trust chatbots with sensitive information.
According to chatbot stats from the UK, some companies already know the benefits of having chatbots on their websites and social networks. That is why the most popular website builders advise this option to be added. They have excellent engagement and conversion rates, and the 24/7 availability further increases customer satisfaction levels. In fact, a survey by Mindshare showed that 63% of people would give information to a chatbot to communicate with a company or brand.
5. 69% of the public prefers to use a chatbot instead of a company’s official app.
Chatbots vs apps, the fight has begun! This is one of our more interesting chatbot facts: 69% of the public prefers to use a chatbot. When it comes to filling out web forms as opposed to using a chatbot, the percentage of chatbot enthusiasts is even higher at 86%.
Moreover, 34% of people in 2017 were comfortable dealing with chatbots, the latest digital marketing trends show. This decision is due to the public’s perception regarding the speed, efficiency, and communication of bots.
Is it time to say that one technology has outperformed the other? According to these numbers, yes. However, an adequate combination of both media types is the best way to go.
6. There are more than 300,000 different chatbots on Facebook Messenger alone.
How many chatbots are on Messenger? Facebook, which is currently the world’s third most visited website, may seem like it’s just for social interactions between friends and families; however, there are more than 300,000 chatbots on its Messenger platform alone. This software is considered “smart” as its user input improves processes and increases Messenger’s responsiveness and effectiveness. It also allows integrations with different systems, such as CRMs.
7. The first chatbot, ELIZA, was invented in 1966, 22 years before the internet.
When were chatbots created? This technology was first seen in 1966 when MIT researcher Joseph Weizenbaum created ELIZA’s software. In practical terms, chatbots began at this moment: ELIZA, created to simulate a psychologist, is considered the mother of all bots.
Designed to mimic human conversations based on predefined instructions and answers, this conversation robot could identify about 250 types of phrases. Despite this, Eliza failed the Turing Test and, consequently, as an automated psychologist. However, its invention was a significant breakthrough, paving the way for today’s chatbots.
8. Facebook chatbots are used by just 1% of the businesses positioned on Facebook.
The fact that there are 300,000 Facebook’s chatbots may sound like quite a bit. However, it’s a small number when you come to the realization that only a small percentage of the millions of businesses positioned on Facebook are taking advantage of this technology, according to recent Facebook statistics from 2018.
9. When used for customer-business interactions, live chat has a 73% satisfaction rate.
Virtually everyone who uses the internet has probably used a live chat system. Many businesses use them to deliver quick responses to customers. And now, users have begun indicating that this software is an effective way to manage customer relations—with a 73% satisfaction rate, according to B2B chatbot stats.
10. 43% of users prefer to interact with people over chatbots.
Although the public relies much more on chatbots than before, there is still a percentage of users, 43% of them to be precise, who prefer to deal with a human element instead of a chatbot, according to the recent facts about bots.
We know that chatbots can handle completely predictable situations. But what about when there is more than one way to ask the same thing? Or when the user tries to search for something that’s not in the program’s algorithm? Effectively covering all the ways that the same question can be asked in the same configuration is virtually unlikely.
Chatbot Users’ Stats
11. Every month, there are over 5 billion people who use messaging platforms.
As of 2018, WhatsApp alone had more than 1.5 billion monthly active users, while in the first quarter of 2019, the app recorded 230 million downloads. This puts it in the first position among the nine most important messaging and chat applications in the world (excluding Apple’s iMessage). In second and third place are Facebook Messenger (1.3 billion users monthly) and WeChat (1.04 billion monthly active users).
12. 37% of the public would use a chatbot when they need an immediate answer in an emergency.
(Convince & Convert)
According to Convince and Convert’s chatbot statistics from 2018, 37% of American internet users would use a chatbot in case of an emergency, which speaks to the importance of investing in this type of technology. However, the remaining reasons they’d use a chatbot are also very interesting:
- To resolve a problem: 35%
- Get detailed answers: 35%
- Find a human assistant: 34%
- Make a reservation: 33%
- Pay an invoice: 29%
All kinds of users increasingly rely on these tools to communicate with the brands that interest them, the above chatbot reporting data indicates clearly.
13. 55% of people like chatbots because they get quick answers.
(Convince & Convert)
According to ecommerce statistics, 75% of US consumers are willing to spend more to get great customer support, which includes knowledgeable support agents and a quick response. The latter is one of the primary advantages of chatbot use. In addition, 51% like chatbots because they’re an easy way to communicate with a company.
14. 64% of the public like chatbots because they deliver a 24-hour service, 7 days a week.
(Convince & Convert)
As 64% of the public want nonstop service, it’s precisely here where chatbot technology plays an important role: to briefly replace human labor. In financial terms, this means juicy sales and a tremendous impact on digital marketing.
15. 32% of users want friendly and warm responses during chats.
(Convince & Convert)
According to customer service statistics, 32% of users say they would like to have a friendly and warm response, something that’s sometimes difficult to combine with smart technology. This is why companies must work to ensure that their programs meet all these characteristics: speed, constant service, and a programmed language that makes the customer feel at home.
16. Baby boomers (55+) prefer to use chatbots 24% more than millennials (18–34).
From a new report covering Chatbot statistics in 2019, it was revealed that the use of bots is equally popular among baby boomers and millennials. For this purpose, both groups of users use this service to communicate at any time of the day to obtain fast and efficient responses, as well as to obtain expert information.
17. 43% of those who use digital banking services prefer using chatbots or live chat to address their problems.
According to the chatbots statistics from a study in the United States conducted by eMarketer, live chat software or chatbots are the preferred channel for resolving service-related issues. Obviously, this is preferred more than visiting the institution’s branch. 35% prefer going in anyway—and another 35% prefer to search through the website. So while a large number of digital banking users still prefer humans to handle their issues, it’s important that users can find the answers they want online as well.
Chatbot Trends for 2020 and Beyond
18. By the end of 2020, 25% of customer support operations will depend on virtual assistants.
In 2017, 25% of customer support operations made use of virtual assistants. However, analysts at the GCES in Tokyo predicted that by the end of 2020, a quarter of all customer service operations will be powered specifically by chatbot technology. This will occur across several engagement channels, according to the chatbot trends Gartner Inc. predicted for the future.
19. Up to 80% of queries can be automatically answered with WhatsApp chatbots.
WhatsApp is clearly the leading global messaging application. The app has an impressive number of global users compared to other messaging applications. However, while we chat with this tool every day, businesses are already taking advantage by building WhatsApp chatbots.
20. 80% of companies already plan to deploy some type of chatbot by the end of 2020.
(Oracle) (Magnificent Marketing)
Due to its successful end-user adoption, according to chatbot statistics and future trends, 80% of companies are already planning to deploy some type of chatbot in the near future. Using AI technologies, more and more bots are being launched using features such as NLP, image recognition, and voice-to-text conversion, enabling chatbots to understand the subject of the conversation and respond to humans naturally.
B2B marketers are keeping up with the latest AI trends as well. Two-thirds of them are either somewhat of very confident about their AI knowledge.
21. 50% of companies will spend more of their budgets on chatbots than they will on traditional mobile apps.
According to the predicted chatbot trends for 2018 through 2021, by 2021, 50% of companies will spend their budgets more on chatbots than on traditional mobile app development. As the application market becomes more saturated, it makes sense for larger organizations to focus on creating AI-based workflows for their business strategy.
22. Conversational user experiences (CUXs) will be adopted by most companies by 2021.
The current state of chatbots in 2020 is already giving us a view of the future. A new variation of user experience (UX) design, CUX will be adopted by most companies. An efficient CUX ensures that users solve their problems, ask questions, and achieve their goals via chatbot, all in the shortest time possible. CUX can help in developing a brand persona, guiding conversations, and personalizing content.
23. Chatbots are expected to help reduce business costs by up to $8 billion by the year 2022.
With their many customer service applications, chatbots are expected to help reduce business costs by up to $8 billion by the year 2022, according to Juniper Research. It’s anticipated that bots will be further used in B2C, B2B, and B2E relationships, such as in CRMs, a company intranet, and IT help desks.
Frequently Asked Questions
What is a chatbot?
A chatbot is a program that simulates human conversations via text chats, responding to them as scheduled, thus allowing the automation of bureaucratic and repetitive processes. It’s there when you ask a mobile operator a question or inquire about an online product. Chatbots are commonly used on company websites in the support section.
This model, along with virtual customer assistants (VCAs), is based on rules with specific commands, obeying a very clear, structured navigation flow that directs the user during the conversation. Apple’s Siri, a Google chatbot, Amazon’s Alexa, IBM’s Ross, and Microsoft’s Zo and Kensho are good examples of virtual assistants or chatbots.
Chatbots are now available to answer questions that range from the simplest to the most complex. In addition, with the continuous development of artificial intelligence and the increasingly wide-ranging skills they possess, chatbots are improving at levels well above those seen a few years ago.
Is Siri a chatbot?
Well, terminologically speaking, it’s better we call Siri a virtual assistant than a chatbot. However, both chatbots and virtual assistants can be a general term used to refer to a conversational agent. According to Google Trends, “chatbot” is currently the most popular term among searches related to this technology.
Is there a difference between chatbots and virtual assistants?
The lines separating chatbots and virtual assistants are becoming increasingly blurred as technology evolves and new techniques are applied to construct these agents. Generally speaking, the chatbots online primarily interact through a messaging application. There are arguments that assistants like Siri or Cortana can’t be considered chatbots because they exist outside these messaging channels.
There are already chatbots built with robust natural language processing (NLP) algorithms that can understand the meaning behind each message, beyond simply finding keywords. Unfortunately, this isn’t the case with most bots available on the market, and that’s why bots are still viewed as inferior to virtual assistants. But thanks to advances in machine learning, chatbots will get better and smarter.
AI is finally letting businesses use various technologies to improve the customer experience, generate leads, and obtain more conversions, as the chatbot statistics have shown. However, such objectives will only be fully achieved if a brand does the right job of educating its public, implementing the correct system, and monitoring it to verify the results. Of course, there are cases where a personal, human touch is irreplaceable, so a channel must be maintained for such situations.
Finally, the CUX is something to keep in mind as companies begin to implement this strategy. Any organization that can’t keep up with it risks falling behind in search, relevancy, and sales rankings.