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100 Best Chatbot Statistics for 2023

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100 Best Chatbot Statistics for 2023

Chatbots will be a driving force for businesses in 2023. Companies digitised many processes due to the COVID-19 pandemic, and customers embraced these processes with open arms. This path led to the widespread use of efficient tools like chatbots for customer support, lead generation, and sales. 

Therefore, we bring you the 100 Best Chatbot Statistics for 2023.

For easy consumption, we’ve divided the list into 8 different segments. With 100 chatbot statistics, once you reach the end of this blog, 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. 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 $9.4 billion in 2024. (marketsandmarkets)
  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. The global chatbot market revenue stood at $83.4 million in 2021, and is expected to grow to $454.8 million by 2027. (Statista)
  6. 2/3 of leading global financial service firms have implemented chatbots since the onset of the COVID-19 pandemic. (Forrester, 2020)
  7. 1.4 billion people use messaging apps and are willing to talk to chatbots. (Acquire)
  8. There are over 300,000 chatbots on Facebook Messenger. (Venture Beat)
  9. 80% of enterprises will look to use chatbots. (Business Insider)
  10. 71% of customers like to search online using voice instead of typing. (Oberlo)
  11. ⅓ of online searches made on Windows 10 are voice-based. (Backlinko)
  12. C-level executives start 41% of online chat conversations with businesses. (Drift)
  13. Chatbots are used by 24% of enterprises, 15% of mid-sized companies, and 16% of small businesses. (Spiceworks)
  14. USA, India, Germany, the UK, and Brazil are the top 5 Chatbot using countries. – (Chatbots Life)
  15. 56% of companies say conversational bots are driving disruption in their industry, and 43% report their competitors are already implementing the technology. (Accenture)
  16. 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 voice AI has increased almost 3 times over a period of 5 years (Google Trends).
  2. 17. 85% of customer support interactions will be performed by a chatbot (Gartner)
  3. 80% of organisations looking to implement chatbots. (CCW Digital)
  4. 53% of customers are more likely to shop with businesses they can message and chat with. (Outgrow)
  5. The willingness to use chatbots for purchases rose from 17.1% to 41.3% from 2019 to 2020, and is growing steadily. (Drift)
  6. Chatbots are most commonly used for sales (41%), customer support (37%), and marketing (17%). (Intercom)
  7. 67% of businesses believe that by 2025, chatbots will surpass mobile apps usage. (Honeybot)
  8. 77% of customers say chatbots will change their expectations from brands by 2025. (Salesforce)
  9. In 2019, 40% of companies with more than 500 employees will use AI or chatbots on company-owned devices (Spiceworks)
  10. Countries with the most chatbot users are the US (36%), India (11%), and Germany (4%)

Shopping through chatbots will touch $112 billion by 2023. (Juniper Research) Users in Asia-Pacific and Europe are similar regarding 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 improved their customer experience. (Conversocial, 2020)
  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. 65% of customers want to seek support through chatbots and without human intervention. (Adweek)
  8. The European market (45%) leads regarding the number of chatbots.(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 engaging with a chatbot or a human for help as long as they receive the support they need (HubSpot)
  11. 60% of millennials have reported using chatbots, out of which 70% have had positive experiences. (Forbes)
  12. 40% of millennials engage with bots daily (Mobile Marketer)
  13. 35% of consumers want to see more businesses incorporating chatbots (ubisend)
  14. 37% of customers prefer chatbots to receive quick answers in case of emergency. (Drift)

35% of people use chatbots to resolve a complaint or problem or to get detailed answers (Drift)

Chatbot statistics on company supply

Stats on Company Supply for Chatbots in 2021
  1. 88% of CX professionals believe AI will enhance, not replace, agents – (CCW Digital)
  2. 90% of businesses report that chatbots greatly improve the time taken to resolve queries. (MIT Technology Review)
  3. 65.1% of businesses who have implemented chatbots are involved in software (Relay)
  4. 58% of B2B companies use a chatbot on their website, as compared to 42% on B2C websites (Relay)
  5. 53% of companies identify AI as a tool for creating a ‘customer-first culture’ (CX Network)
  6. IT is the department that uses chatbot technology the most – at 53% of organisations (Spiceworks)
  7. 47% of organisations are expected to implement chatbots for customer support services, and 40% are expected to adopt virtual assistants
  8. 47% of organisations are expected to implement chatbots for customer support services, and 40% are expected to adopt virtual assistants (Gartner)
  9. By 2023 chatbots will save healthcare, retail and banking up to $1.2 billion globally. (Business Insider)

A third of AI startup founders said chatbots would be the top AI consumer application by 2024-2025. (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. For complex issues, 23% of consumers still prefer to have a face-to-face interaction. (American Express)

45-46% of surveyed people said they don’t trust voice assistants to correctly process the order or make payments (PwC)

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 purchasing 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 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)

Suggested Reading: How to Calculate Customer Acquisition Cost (CAC) and Improve It?

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% without AI chatbots. (Salesforce)
  6. 53% of service-providing organisations expect to use chatbots within 18 months — a 136% growth rate from the previous 18 months. (Salesforce)
  7. 90% of customers want an immediate response on their support query, where 60% of them defined “immediate” as less than 10 mins. (HubSpot Research)
  8. 34% of retail customers would be comfortable speaking with customer service through an AI chatbot instead of live chat. (Statista)
  9. 34% of online buyers said they would prefer to answer questions from AI via chatbots or virtual assistants. (Chatbots Magazine)
  10. Virtual customer assistants help organisations reduce call, chat and email inquiries by 70%. (Gartner)
  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 natural person or a chatbot (PwC)
  13. 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)
  14. 48% of users prefer to interact with a chatbot that solves issues over a chatbot that has a personality. (Business Insider)
  15. 71% of consumers are satisfied with the voice assistants on their mobile devices. (Forbes)
  16. 43% of users between the ages of 16 and 64 use voice search and voice commands on various devices. (We Are Social)
  17. 70% of consumers will replace their visits to brick-and-mortar shops or banks with voice assistants over the next three years. (Capgemini) Related: Customer Support Automation and its Importance
  18. When it comes to shops and call centres, 49% of consumers prefer voice assistants over human interactions because they are faster [Voicify]

74% of the survey participants said they prefer to use voice technology when performing search queries. [Campaign Monitor]

Chatbot numbers by the revenue

Statistics on profits and gains from chatbot sin 2021
  1. The market for voice and speech recognition is expected to grow at a 17.2% CAGR to reach $26.8 billion by 2025. [Entrepreneur]
  2. Chatbot automation translates to $23 billion in savings from annual salaries. (BusinessInsider)
  3. Retail, banking, and healthcare will realise 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. Juniper estimates that by 2023 over 70% of chatbots accessed will be retail-based. Juniper Research
  1. 58% of customers say emerging technologies such as chatbots and voice assistants have changed their expectations of companies. (Salesforce)
  2. 54% of customers say companies need to transform how they engage with them. (Salesforce)
  3. 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
  4. The banking sector is estimated to save $7.3 billion globally by 2023 from using chatbots. (Juniper Research)
  5. The insurance sector is estimated to save $1.3 billion globally by 2023 from using chatbots. (Juniper Research)

65% of consumers with smart speakers say they are comfortable making purchases with a smart speaker. [Just-ai]

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