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100 Best Chatbot Statistics for 2022

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100 Best Chatbot Statistics for 2022

In 2022, chatbots are going to be bigger and better. Because of the ongoing COVID-19 pandemic, 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 2022.

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 $9.4 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. 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 organisations 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, and is growing steadily. (Drift)
  7. Chatbots are most commonly used for sales (41%), customer support (37%), and marketing (17%). (Intercom)
  8. 67% of businesses believe that by 2025, chatbots will surpass mobile apps usage. (Honeybot)
  9. 77% of customers say chatbots will change their expectations from brands by 2025.. (Salesforce)
  10. In 2019, 40% of companies with more than 500 employees will use AI or chatbots on company-owned devices (Spiceworks)
  11. Countries with the most number of chatbot users are the US (36%), India (11%), and Germany
  12. Shopping through chatbots will touch $112 billion by 2023. (Juniper Research)
  13. 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, 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 in terms of the number of chatbots.(Cognizant)
  9. US coverered 42.2% of total chatbot market share in 2020. (Grand View Research)
  10. 43% of digital banking users in the US prefer to use a live chat or chatbot to address issues. (eMarketer)
  11. 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)
  12. 60% of millenials have reported to use chatbots, out of which, 70% have had positive experience. (Forbes)
  13. 40% of millennials engage with bots on a daily basis (Mobile Marketer)
  14. 35% of consumers would like to see more businesses incorporating chatbots (ubisend)
  15. 37% of customers prefer chatbots to receive quick answers in a case of emergency. (Drift)
  16. 35% of people use chatbots to resolve a complaint or problem, or for getting detailed answers (Drift)

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. 90% of businesses report that the time taken to resolve queries is greatly improved by chatbots. (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 ‘customer-first culture’ (CX Network)
  6. IT is the department that uses chatbot technology the most – at 53% of organisations (Spiceworks)
  7. 47% of organizations are expected to implement chatbots for customer support services, and 40% are expected to adopt virtual assistants
  8. 47% of organizations 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)
  10. 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 personalised 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. (BusinessWire)
  5. 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 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 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 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 organizations 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 real 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 in their mobile devices. (Forbes)
  16. 43% of users between the ages of 16 and 64 are using voice search and voice commands on various devices. (DataReportal)
  17. 70% of consumers will replace their visits to brick and mortar shops or banks with their 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 (Softwareag)
  19. 74% of survey takes 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 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. Juniper estimates that by 2023 over 70% of chatbots accessed will be retail-based. Juniper Research
  7. 58% of customers say emerging technologies such as chatbots and voice assistants have changed their expectations of companies. (Salesforce)
  8. 54% of customers say companies need to transform how they engage with them. (Salesforce)
  9. 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
  10. The banking sector is estimated to save $7.3 billion globally by 2023 from using chatbots. (Juniper Research)
  11. The insurance sector is estimated to save $1.3 billion globally by 2023 from using chatbots. (Juniper Research)
  12. 65% of consumers with a smart speaker say they are comfortable making purchases with a smart speaker. [Just-ai]
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