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100 Best Chatbot Statistics for 2021

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100 Best Chatbot Statistics for 2021

In 2021, chatbots are going to be bigger and better. Because of the COVID-19 pandemic in 2020, companies digitised many of their processes while customers embraced digital services. This road led to the mass adoption of chatbots for customer support and lead generation.   Below, we’re going to talk about the 100 Best Chatbot Statistics for 2021.

For easy consumption, we’ve divided the list into 8 different segments. With 100 chatbot statistics, you too can be a chatbot expert once you reach the end of this blog. The segments are as follows:

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

Market Chatbot Statistics

Stats on chatbot market for 2021
  1. Chatbots will generate over $8 billion in global savings by 2022. (Juniper Research)
  2. The Global chatbot market size will grow from $2.6 billion in 2019 to $9.41.3 billion in 2024. (marketsandmarketsGlobal Market Insights)
  3. The global chatbot market value was at $703 million in 2016. (Outgrow)
  4. The chatbot market value is expected to grow from $17.17 billion in 2020 to $102.29 billion by 2026. (Research and Markets)
  5. 2/3 of leading global financial service firms have implemented chatbots since the onset of the COVID-19 pandemic. (Forrester, 2020)
  6. 1.4 billion people use messaging apps and are willing to talk to chatbots. (Acquire)
  7. There are over 300,000 chatbots on Facebook Messenger. (Venture Beat)
  8. 80% of enterprises will look to use chatbots. (Business Insider)
  9. 50% of online searches will use voice assistants, up from 20% in 2017. (Invoca)
  10. C-level executives start 41% of online chat conversations with businesses. (Drift)
  11. Chatbots are used by 24% of enterprises, 15% of mid-sized companies, and 16% of small businesses. (Spiceworks)
  12. USA, India, Germany, the UK, and Brazil are the top 5 Chatbot using countries. – (Chatbots Life)
  13. Chatbot market growth will accelerate even more in the 2016-2023 period. (Credence Research)
  14. 56% of companies say conversational bots are driving disruption in their industry, and 43% report their competitors are already implementing the technology. (Accenture)
  15. 46% of companies use intelligent assistants or AI chatbots for voice to text dictation. (Spiceworks)
Stats on Chatbot Trends in 2021
  1. According to Google Trends, interest in chatbots has increased almost 5 times over a period of 5 years (Google Trends).
  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 (Gartner)
  4. 80% of organizations looking to implement chatbots (CCW Digital)
  5. 53% of customers are more likely to shop with businesses that they can message and chat with. (Outgrow)
  6. The willingness to use chatbots for purchases rose from 17.1% to 41.3% from 2019 to 2020. (Drift)
  7. Chatbots are most commonly used for sales (41%), customer support (37%), and marketing (17%). (Intercom)
  8. Platforms equipped with chatbot functions can boost brand awareness, sales/lead generation, marketing engagement, and customer support. (Adweek)
  9. In the next five years, 67% of businesses believe that chatbots will surpass mobile apps usage. (Honeybot)
  10. 77% of customers say chatbots will change their expectations from brands in the next five years. (Salesforce)
  11. In 2019, 40% of companies with more than 500 employees will use AI or chatbots on company-owned devices (Spiceworks)
  12. By 2021, $4.5 billion will be invested in chatbot technology (Opus Research)
  13. Countries with the most number of chatbot users are the US (36%), India (11%), and Germany (4%) (Chatbots Life)
  14. Users in Asia-Pacific and Europe are similar in terms of the maturity chatbot usage mix. (Cognizant)
Statistics on Customer Demand for Chatbot in 2021
  1. 86% of customers believe there should be an escalate to agent option when talking to a chatbot – Aspect Consumer Experience Index
  2. 87.2% of consumers rate their typical chatbot experience as neutral or positive. (Drift)
  3. 71% of consumers would gladly use a bot if it would improve their customer experience. (Conversocial)
  4. 69% of consumers prefer to use chatbots for the speed at which they can help communicate with a brand (Salesforce)
  5. Over 50% of customers expect a business to be available 24/7. (Oracle)
  6. 64% of consumers claim that 24*7 service is the most useful chatbot functionality. (The Chatbot)
  7. 35% of consumers want to see more companies using chatbots. (Opus Research)
  8. The European market (45%) leads in terms of the number of chatbots, followed by North America (28%). (Cognizant)
  9. 43% of digital banking users in the US prefer to use a live chat or chatbot to address issues. (eMarketer)
  10. 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)
  11. 40% of millennials engage with bots on a daily basis (Mobile Marketer)
  12. 35% of consumers would like to see more businesses incorporating chatbots (ubisend)
  13. 35% of people use chatbots to resolve a complaint or problem or for getting detailed answers (Drift)
  14. 71% of consumers are satisfied with the voice assistants in their mobile devices. (Forbes)
  15. 43% of users between the ages of 16 and 64 are using voice search and voice commands on various devices. (We Are Social)
  16. 70% of consumers will replace their visits to brick and mortar shops or banks with their voice assistants over the next three years. (Capgemini)

Chatbot Statistics on Company Supply

Stats on Company Supply for Chatbots in 2021
  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. 47% of organizations are expected to implement chatbots for customer support services, and 40% are expected to adopt virtual assistants
  7. By 2021, over 50% of enterprise companies (like Google, IBM, and Facebook) will spend more money each year on chatbots than mobile apps (Gartner)
  8. A third of AI startup founders said chatbots would be the top AI consumer application in the next five years. (Emerj)

Chatbot Statistics on Challenges

Statistics on challenges for automation in 2021
  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)
  6. For complex issues, 23% of consumers still prefer to have face-to-face interaction. (American Express)

Chatbot Numbers for Customer Acquisition

Statistics on chatbot's role in 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. Conversations between brands and customers via Facebook Messenger have a 30% better ROI than retargeting ads. (Business Insider)
  6. 47% of consumers are open to making a purchase from a chatbot. (HubSpot)
  7. 33% of consumers would use a chatbot to make a reservation at a hotel or restaurant. (Drift)
  8. The top 5 industries that profit from chatbots are are real estate (28%), travel (16%), education (14%), healthcare (10%), and finance (5%). (Chatbots Life)
  9. Juniper Research estimates that chatbots will account for $112 billion in retail sales by 2023 (Mobile Marketer)
  10. eCommerce stores that adopted a Facebook Messenger bot + an Abandoned Cart flow boosted revenue by 7-25%. (Chatbots Magazine)
  11. Millennials are about twice as likely to use a personal shopper chatbot compared to age groups older than them. (Facebook)
  12. Only 14% of customers would choose the website form over getting answers from a chatbot. (Salesforce)

Chatbot Statistics for Customer Support

Statistics on Customer Support and Chatbot for 2021
  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 to 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. Virtual customer assistants help organizations reduce call, chat and email inquiries by 70%. (Gartner)
  12. Chatbots can help brands save up to 30% on their customer support costs (IBM)
  13. 27% of consumers were unsure if the last customer support interaction they had was with a real person or a chatbot (PwC)
  14. The #1 use case for chatbots is to get quick answers in an emergency and the #2 use case is to resolve a complaint or question. (Drift)
  15. 48% of users prefer to interact with a chatbot that solves issues over a chatbot that has a personality. (Business Insider)

Chatbot Numbers by the Revenue

Statistics on profits and gains from chatbot sin 2021
  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 estimates 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 GermanyBanking sector is estimated to save $7.3 billion globally by 2023 from using chatbots. (Juniper Research)
  14. The insurance sector is estimated to save $1.3 billion globally by 2023 from using chatbots. (Juniper Research)
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