100 Best Chatbot Statistics for 2020

By Anush Clive Fernandes / In Sales / January 29, 2020 / 8 min read

In 2020, Chatbots are going to be bigger and better. After having made their breakthrough in 2019, chatbots are set to cement their mark on the internet ecosystem. Below, we’re going to talk about the 100 Best Chatbot Statistics for 2020.

For easy consumption, we’ve divided the list into 9 different segments. Each of these segments also has its own infographic (attached with links) for easy sharing. With over 100 statistics, you too can be a Chatbot expert. The segments are as follows:

  1. Chatbot Market Statistics
  2. Trends
  3. Customer Demand
  4. Company Supply
  5. Best Chatbot Providers
  6. Challenges
  7. For Customer Acquisition
  8. For Customer Support
  9. By the Numbers

 

Market Statistics

  1. Chatbots will generate over $8 billion in global savings by 2022. (Juniper Research)
  2. Messaging apps will have 5 billion MAU’s (monthly active users) in 2020 – about 60% of the world population. (HubSpot)
  3. The Global chatbot market will be valued at $1.3 billion in 2024. (Global Market Insights)
  4. The global chatbot market value was at $703 million in 2016. (Outgrow)

    best chatbot statistics 2020 infographic

    best chatbot statistics 2020 infographic

  5. By 2020, 80% of enterprises will look to use chatbots. (Business Insider)
  6. 50% of online searches will use voice assistants by 2020, up from 20% in 2017. (Invoca)
  7. C-level executives start 41% of online chat conversations with businesses. (Drift)
  8. Chatbots are used by 24% of enterprises, 15% of mid-sized companies, and 16% of small businesses. (Spiceworks)
  9. USA, India, Germany, the UK, and Brazil are the top 5 Chatbot using countries. – (Chatbots Life)
  10. Chatbot market growth will accelerate even more in the 2016-2023 period. (Credence Research)
  11. 56% of companies say conversational bots are driving disruption in their industry, and 43% report their competitors are already implementing the technology. (Accenture)
  1. Chatbot adoption is projected to grow 276% by 2020 (Comm100)
  2. In 2022, the banking industry could see the success rate of bot interactions reach over 90% (Juniper Research)
  3. 85% of customer support interactions will be performed by a chatbot by 2020 (Gartner)
  4. 80% Percentage of organizations looking to implement chatbots by 2020 (CCW Digital)

    chatbot trends 2020

    https://blog.verloop.io/wp-content/uploads/2020/01/Chatbot-Trends-for-2020.png

  5. Gartner predicts that by 2021, over 50% of enterprise companies (like Google, IBM and Facebook) will spend more money each year on chatbots than mobile apps (Gartner)
  6. In 2019, 40% of companies with more than 500 employees will use AI or chatbots on company-owned devices (Spiceworks)
  7. By 2021, $4.5 billion will be invested in chatbot technology (Opus Research)
  8. As of 2018, only 0.5% of all B2B companies are using chatbots. (NerdyData)

 

Customer Demand

  1. 86% of customers believe there should be an escalate to agent option when talking to a chatbot – Aspect Consumer Experience Index
  2. 80% of consumers who have engaged with a chatbot report it as a positive customer experience (Uberall)
  3. 69% of consumers prefer to use chatbots for the speed at which they can help communicate with a brand (Salesforce)
  4. Over 50% of customers expect a business to be available 24/7. (Oracle)
  5. 35% of consumers want to see more companies using chatbots. (Opus Research)
  6. The European market (45%) leads in terms of the number of chatbots, followed by North America (28%). (Cognizant)
  7. 43% of digital banking users in the US prefer to use a live chat or chatbot to address issues. (eMarketer)
  8. 40% of consumers have no preference when it comes to engaging with a chatbot or a human for help, as long as they receive the support they need (HubSpot)
  9. 40% of millennials engage with bots on a daily basis (Mobile Marketer)
  10. 35% of consumers would like to see more businesses incorporating chatbots (ubisend)
  11. 35% of people use chatbots to resolve a complaint or problem, or for getting detailed answers (Drift)

 

Company Supply

  1. 88% of CX professionals that believe AI will enhance, not replace, agents – (CCW Digital)
  2. 65.1% of businesses who have implemented chatbots are involved in software (Relay)
  3. 58% of B2B companies use a chatbot on their website, as compared to 42% on B2C websites (Relay)
  4. 53% of companies identify AI as a tool for creating ‘customer-first culture’ (CX Network)
  5. IT is the department that uses chatbot technology the most – at 53% of organizations (Spiceworks)
  6. By 2021, over 50% of enterprise companies (like Google, IBM, and Facebook) will spend more money each year on chatbots than mobile apps (Gartner)
  7. A third of AI startup founders said chatbots would be the top AI consumer application in the next five years. (Emerj)

Best Chatbot Providers

Challenges

  1. 64% of executives say that user adoption hesitancy is the main reason why they don’t intend to implement chatbots. (Accenture)
  2. 51% of companies don’t use chatbots. The technology can’t yet include client history for personalized experiences. (Accenture)
  3. 46% of people think that chatbots are used deliberately to keep them away from human agents. (GetVoip)
  4. 30% of buyers worry that a chatbot would make a mistake like receiving a wrong item. (Drift)
  5. People are most frustrated with websites that are hard to navigate. (Drift)

 

For customer acquisition

  1. 82%  of Indian customers have messaged a business to make a purchase or reservation. (Facebook)
  2. 79% of customers believe that being able to message a business helps them feel more confident about the brand (Facebook)
  3. 67% of US millennial internet users would purchase a product/service from brands using a chatbot. (eMarketer)
  4. 57% of companies agree that conversational bots can deliver large returns on investment for minimal effort. (Accenture)
  5. 47% of consumers are open to making a purchase from a chatbot. (HubSpot)
  6. 33% of consumers would use a chatbot to make a reservation at a hotel or restaurant. (Drift)
  7. The top 5 industries that profit from chatbots are are real estate (28%), travel (16%), education (14%), healthcare (10%), and finance (5%). (Chatbots Life)
  8. Juniper Research estimates that chatbots will account for $112 billion in retail sales by 2023 (Mobile Marketer)
  9. eCommerce stores that adopted a Facebook Messenger bot + an Abandoned Cart flow boosted revenue by 7-25%. (Chatbots Magazine)
  10. Millennials are about twice as likely to use a personal shopper chatbot compared to age groups older than them. (Facebook)

 

For customer support

  1. 90% of businesses experience quicker complaint resolution after using chatbots. (MIT Technology Review)
  2. Chatbots are predominantly used to assist after-sales and customer service operations – at over 77%. (Accenture)
  3. In a 12 month span, 67% of worldwide consumers interacted with a chatbot to get customer support. (Facebook)
  4. 64% of businesses believe that chatbots will allow them provide a more customized support experience for their customers. (Statista)
  5. 64% of AI-empowered agents spend their time solving complex problems, versus 50% of agents without AI chatbots. (Salesforce)
  6. 53% of service-providing organizations expect to use chatbots within 18 months — a 136% growth rate from the previous 18 months. (Salesforce)
  7. 37% of users say they would use a chatbot to get timely responses in an emergency. (Drift)
  8. 35% of people say they would use a chatbot for a complaint, a problem, or to get explanations. (Drift)
  9. 34% of retail customers would be comfortable speaking with customer service through an AI chatbot instead of live chat. (Statista)
  10. 34% of online buyers said they would prefer to answer questions from AI via chatbots or virtual assistants. (Chatbots Magazine)
  11. Chatbots can help brands save up to 30% on their customer support costs (IBM)
  12. 27% of consumers were unsure if the last customer support interaction they had was with a real person or a chatbot (PwC)

 

By the numbers

  1. AI-derived business is projected to be valued at $3.9 trillion by 2022 (Gartner)
  2. Chatbot automation translates to $23 billion in savings from annual salaries. (BusinessInsider)
  3. Retail, banking, and healthcare will realize cost savings of $11 billion annually by 2023, up from an estimated $6 billion in 2018 because of chatbots. Juniper Research
  4. Chatbots are projected to save 2.5 billion hours for businesses and consumers from chatbots by 2023 (Juniper Research)
  5. Chatbots are projected to save $0.70 per customer interaction (CNBC)
  6. People from 195 countries use online chat to start conversations on business websites. (Drift)
  7. 75% to 90% Projected percentage of queries to be handled by bots by 2022 CNBC
  8. Juniper estimating that by 2023 over 70% of chatbots accessed will be retail-based. Juniper Research
  9. 66% of Millennials versus 58% of Baby Boomers consider 24-hour service as the top benefit of using chatbots. (Drift)
  10. 58% of customers say emerging technologies such as chatbots and voice assistants have changed their expectations of companies. (Salesforce)
  11. 54% of customers say companies need to transform how they engage with them. (Salesforce)
  12. By 2023, Juniper forecasts that over 50% of the chatbots accessed will be through discrete apps, with complete bot integration overturning the make-up of current app functionality. Juniper Research
  13. Countries with the most number of chatbot users are the US (36%), India (11%), and Germany

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Anush Clive Fernandes

Content and Marketing, Verloop.io

Love Canines, Conversational Automation and Curry - Steph and otherwise.