Chatbot Statistics: What Businesses Need to Know About Digital Assistants

In recent years, as per chatbot statistics the market has experienced remarkable growth. It is fueled by the increasing demand for 24×7 customer services and operational cost reduction. Moreover, there is a rising preference for self-service operations. Businesses are automating sales and support services, enabling timely services at reduced costs. This evolution is underscored by significant chatbot and AI statistics:

• The chatbot market is set to expand at a remarkable 23.3% annually, reaching $15.5 billion by 2028.
• 87.2% of consumers rate their interactions with bots as either neutral or positive.
  62% of respondents prefer engaging with customer service digital assistants rather than waiting for human agents.
• Chatbots have the potential to automate 30% of tasks performed by today’s contact center staff. This can lead to potential savings of $23 billion in the U.S.
• Bots can manage 30% of live chat communications and 80% of routine tasks.
• Chatbots have remarkably accelerated response times, delivering answers three times faster on average.
• Digital assistants are most frequently employed in sales (41%) and client services (37%). Marketing (17%) is the third most common application.

Now, let’s explore the impact of bots across various industries and their benefits analyzing available chatbot statistics.

MOCG Top Picks

Chatbots User Engagement and Expectations:

• 80% of users have had prior interactions with chatbots.
• Only 9% of consumers oppose companies using digital assistants.
• 73% of users expect websites to feature chatbots for convenient interactions.
• 35% of individuals turn to digital assistants to address complaints or obtain detailed information.
• 74% of internet users prefer using chatbots for simple questions.

Chatbots Business Integration and Benefits:

• 58% of B2B companies integrate chatbots into their websites, compared to 42% in B2C settings.
• Approximately 2/3 of companies express contentment with their bot implementations.
• Digital assistants resolve 58% of returns and cancellations.
• 90% of businesses witnessed faster complaint resolution due to bots.
• 61% of respondents believed chatbots could boost productivity by automating task follow-ups.
• 55% of companies using digital assistants experience an increase in high-quality leads.
• In specific industries, chatbots achieve conversion rates as high as 70%.
• Business leaders have reported a 67% increase in sales through chatbots. Furthermore, 26% of all sales transactions initiate from a bot interaction. Additionally, 35% of business leaders credit digital assistants for closing deals.

Chatbots Industry Impact:

• B2C companies report twice as much satisfaction with chatbots as B2B companies, due to simpler queries. The most content industries include tech (73%), retail (67%), manufacturing (57%), and healthcare (56%).
• Certain industries profit notably from digital assistants, led by real estate (28%), travel (16%), education (14%), healthcare (10%), and finance (5%).

Chatbots Latest Insights

These are the projections for 2023 made in the past that we are yet to evaluate and analyze:

• By 2023, businesses were expected to have saved up to 2.5 billion hours of work.
• Chatbot transactions in eCommerce were anticipated to reach $112 billion by 2023.
• The income generated by the chatbot sector was estimated to be roughly $137.6 million as of 2023.
• 75% of queries would be resolved by chatbots in 2023.
• By 2023, 70% of white-collar workers could have engaged with bots daily.
• The banking industry was projected to witness a success rate of bot interactions reaching over 90% in 2023.
• Artificial intelligence could automate up to 73% of healthcare admin tasks by 2023.
• By 2023, chatbots were expected to save the banking, healthcare, and retail sectors up to $11 billion annually.
• It was predicted that in 2023, the number of voice bots would rise to over 8 billion.
• Another trend for 2023 included the rise of AI-powered GTP-3 digital assistants.
• In 2023, as many as 75% of HR queries globally occurred through HR digital assistants.
• By 2023, over 70% of chatbot conversations were anticipated to be with retail bots.

Chatbot Market Size & Revenue Growth

The global chatbot market experienced remarkable growth in 2022 reaching $4.7 billion. Additionally, it is poised for a robust 23.3% annual expansion from 2023 to 2028, reaching $15.5 billion. In-house bot solutions made up 62.0% of the market. Sales and marketing drove user engagement and held a 39.5% market share.

The finance sector is set for 24.0% growth, reducing costs with chatbots. Retail & e-commerce led with a 30.34% share, followed closely by BFSI in revenue. North America dominated with a 30.72% market share, driven by startups. Asia Pacific followed, boosted by its thriving services industry. This shows the global growth of digital assistants in various sectors and regions.

Chatbot Usage Statistics

Chatbot Adoption Stats:

• There are over 300,000 chatbots in use on Facebook Messenger.
• 1.4 billion people actively use messaging apps. In fact, chatbots experienced a remarkable 92% increase in usage since 2019.
• In 2022, 88% of users engaged in at least one conversation with a chatbot.
• Only 9% of consumers oppose companies using bots.
• 40% of millennials engage with digital assistants daily.
• On average, users pose 4 inquiries to chatbots within one chat session.
• 73% of buyers expect websites to feature digital assistants for convenient interactions.
• Bots contribute to 39% of all chats between businesses and consumers.

Business Integration and Implementation:

• 56% of businesses cite chatbot technology as a transformative force.
• 58% of B2B companies integrate bots into their websites, compared to 42% in B2C settings.
• Small companies (fewer than 250 employees) constitute around 40% of all chatbot-using businesses.
• Among companies utilizing AI bots, 46% employ them for voice-to-text dictation. 26% use them for team collaboration and 24% for employee calendar management. Additionally, 14% use digital assistants for service support, and 13% for IT help desk management.
• 50% of organizations refrain from implementing chatbots due to a lack of applicable use cases. 29% express concerns about security and privacy, and 25% are deterred by cost.
• Approximately 2/3 of companies express contentment with their bot implementations.
• Within companies, 53% utilize AI digital assistants in their IT departments. 23% employ them for administrative tasks.
• Chatbots are most frequently employed in sales (41%) and customer support (37%). marketing (17%) is the third most common application.

Chatbot Customer Use Cases:

• 35% of individuals turn to chatbots to resolve complaints or get detailed information.
• Chatbot usage doubles for tasks like making purchases, scheduling meetings, and signing up for mailing lists.
• 41.3% of buyers turned to digital assistants in 2020 for purchases.
• When seeking information, 54% of respondents would inquire about products via digital assistants. 30% would utilize them for bill payments. Only 23% are willing to delegate dispute resolution to bots.
• 74% of internet users prefer using chatbots for simple questions.
• Digital assistants resolve 58% of returns and cancellations, but only 18% of change in product/service and 17% of billing disputes.

Consumer Preferences and Perceptions:

• 87.2% of consumers rate their interactions with bots as either neutral or positive.
• 62% of respondents prefer engaging with client service digital assistants rather than waiting for human agents.
• 65% of users feel comfortable resolving issues without human intervention.
• 69% of users appreciate digital assistants quick reply times. In fact, 59% anticipate a chatbot reply within 5 seconds.
• 48% prioritize bots’ issue-solving abilities over their personalities.
• Globally, 38% of consumers hold a positive view of digital assistants.

Chatbot Benefits for Business

• According to available data, chatbots have the potential to automate 30% of tasks performed by today’s contact center staff. This could lead to potential savings of $23 billion in the U.S.
• Response rates for digital assistants vary between 35-40% for less favorable and 80-90% for the most engaging experiences.
• Approximately 64% of internet users consider 24-hour service a key feature of bots. In fact, 29% of bot interactions occurred outside regular store hours.
• 90% of businesses witnessed faster complaint resolution due to the implementation of digital assistants.
• Chatbots can manage 30% of live chat communications. They can also efficiently handle 80% of routine tasks and client inquiries.
• According to a survey, 61% of respondents believed bots could boost productivity by automating task follow-ups. 57% considered they could facilitate more effective communication within the organization.

Chatbot Stats by Business Function

AI chatbots and assistants are employed across various departments. 53% are utilized in IT, 23% in administration, and 20% in customer care. Additionally, 16% of organizations leverage these technologies in sales and marketing.

Customer Service

• 27% of users were uncertain whether their last client support interaction was with a human or a chatbot. Meanwhile, 62% believed AI could speed up responses while catering to their specific preferences.
• 34% of retail clients expressed comfort in conversing with AI chatbots for service support. Additionally, 64% of businesses anticipated digital assistants enhancing personalized support experiences.
• 67% of individuals utilized bots for client support in the preceding year.
• AI chatbots for business enable organizations to shift 64% of agents’ focus to solving complex issues, compared to 50% without AI.
• Virtual assistants reduce inquiries by 70% across calls, chats, and emails.
• 23% of client service organizations rely on AI digital assistants as their main communication channel.
• Chatbots have remarkably accelerated response times, delivering answers three times faster on average.
• Digital assistants led to a 24% increase in support satisfaction scores.
• According to Statista, 1/3 of consumers found bots very effective in resolving queries. 54% deemed them somewhat effective while only 13% considered them not at all effective.
• 80% of sales and marketing leaders implemented or planned bots integration into customer experience (CX).
• 23% of client service companies actively utilized AI chatbots.
• 70% of consumers in 2020 expressed interest in using digital assistants for basic customer service needs.

Marketing

• 55% of companies using chatbots for marketing experience an increase in high-quality leads.
• In specific industries, chatbots achieve conversion rates as high as 70%.
• Stores see annual revenue surge by 7 to 25% when effectively utilizing bots.
• Digital assistants contribute to upselling in 20% of cases, boosting sales opportunities.
• 53% of buyers are more likely to shop with businesses offering messaging services.
• Chatbots excel in traffic segmentation and targeted product ads, driving 77% of a company’s ROI.
• 36% of companies enhance lead generation using digital assistants, with 62.5% using them for lead qualification.

Sales

• Business leaders have reported a 67% increase in sales through the assistance of chatbots. Furthermore, 26% of all sales transactions initiate from a bot interaction. 35% of business leaders credit digital assistants for closing deals.
• Sales purposes drive 41% of all business chatbot applications.
• 35% of business leaders noted that virtual agents have simplified sales processes.
• 25% of companies utilize bots to recommend products, enhancing personalized user interactions.
• Post-sales and customer service operations benefit from digital assistants. 77% actively engaged in assisting clients after their purchase.
• Upselling opportunities are leveraged in approximately 20% of cases.
• CX profoundly influences buying decisions, with 73% of customers emphasizing its importance. Moreover, 86% of clients are willing to pay a premium of 13%-18% for an enhanced CX.
• 56% of companies recognize conversational bots as industry disruptors. And 43% report competitors’ adoption. Additionally, 57% of businesses recognize chatbots’ substantial ROI and minimal effort requirements.
• 23.7% of inquiries convert into sales without human intervention.
• Sales digital assistants turn over 28% of website visitors into leads.

Chatbot Stats Landscape: Key Industry Statistics

In different sectors, satisfaction with chatbots varies. B2C companies, dealing with simpler queries, tend to be twice as satisfied as B2B companies. The most content industries include tech (73% ), retail (67%), manufacturing (57%), and healthcare (56%).

Certain industries profit notably from chatbots. Real estate (28%), travel (16%), education (14%), healthcare (10%), and finance (5%) lead in this regard. When it comes to informational bots, health (64%), communications (59%), and banking (50%) industries embrace them the most.

eCommerce & Retail

• An estimated 70% of bots were projected to be retail-based by 2023. This trend was expected to drive eCommerce transactions via digital assistants, reaching $112 billion by 2023.
• 33% of consumers express a desire to use chatbots to make reservations at hotels or restaurants.
• The willingness to use digital assistants for purchases surged from 17.1% to 41.3% between 2019 and 2020.
• eCommerce stores adopting Facebook Messenger, coupled with abandoned cart chatbots, have boosted revenue by 7-25%.
• The acceptance rate of bots among clients in retail is 34%.
• Predictions for 2024 suggest global consumer retail spending via digital assistants will reach $142 billion.
• Nearly 40% of internet users worldwide prefer chatbot interactions over interactions with virtual agents.
• A significant 47% of consumers are open to making purchases using bots. 71% of Gen Z individuals actively seek products through bot interactions.
• 40% of U.S. consumers have utilized retail digital assistants.
• Among online retailers surveyed, 76% have either implemented or are planning to integrate chatbots into their CX strategies.

Finance & Banking

• 54% of customers favor using a finance chatbot for payment transactions.
• In the finance sector, bots are accepted at a rate of 20%.
• In 2022, over 98 million users (about 37% of the U.S. population) interacted with a bank’s bot. This number is expected to grow to 110.9 million users by 2026.
• All of the top 10 largest commercial banks have integrated digital assistants into their client service strategies.
• Chatbots can improve first-call resolution rates by 20%, increasing it from 50% to 70%, enhancing user satisfaction.
• By 2023, digital assistants were estimated to save banks between $0.50 and $0.70 per interaction, totaling around $7.30 billion in global savings.
• Financial service companies can save more than 4 minutes per inquiry by utilizing chatbots.
• Banks have the potential to automate up to 90% of their customer interactions using digital assistants.
• 80% of financial institutions view bots as a valuable opportunity to enhance their client service.
• Over 43% of customers in the USA prefer using chatbots to resolve their banking issues.
• Banks incorporating digital assistants into their client service can boost their revenue by up to 25%.

Insurance

• The insurance chatbot market’s value is expected to reach $4.5 billion by 2032, displaying rapid growth at a CAGR of 25.6% from 2023 to 2032.
• Within the insurance industry, 83% of customers express satisfaction with chatbot interactions. However, the acceptance rate for digital assistants in insurance remains at 13%.
• In 2018, only 5% of insurance companies utilized AI in the claims submission review process. 70% showed no consideration for its implementation at that time.
• 44% of clients find bots suitable for claims processing. 43% prefer them for insurance applications.
• AI bots can handle over 95% of users’ conversations, reshaping communication in insurance.
• Insurance chatbots can manage 80% of inbound inquiries. Additionally, they redirect the remaining 20% to human agents.

Telecom

• In the telecommunications industry, the acceptance rate for chatbots stands at 25%.
• The IT and telecommunications sectors are at the forefront of machine learning (ML) utilization. 52% of companies extensively employ digital assistants for various purposes.
• Call center chatbots enable 82% of users to access services without enduring long queues.
• AI in the telecommunication market is projected to reach $10 billion by 2028, expanding at a robust CAGR of 37.4%.
• Currently, 63.5% of telecom companies are integrating AI to enhance their network infrastructure.
• 56% of telecom customers opt for self-service to select the best plan. Additionally, 77% of consumers choose self-service channels for bill payments and account recharges.
• Personalization drives significant revenue growth, ranging between 5% and 15% for telecom companies. And digital assistants facilitate personalized interactions.

Healthcare

• The healthcare chatbot market is set to reach $431.47 million by 2028, growing at a rate of 15.20%.
• AI and bot technology can automate over 70% of administrative tasks in the healthcare industry.
• Currently, 68% of healthcare organizations are incorporating AI.
• Bot interactions in the healthcare sector currently have a success rate of just 12%. However, it’s expected to improve significantly, potentially handling up to 75% of human healthcare queries.
• A national survey in 2021 revealed that 22% of adults had utilized a mental health chatbot, and 47% expressed interest in using it if needed. During the COVID-19 pandemic, nearly 60% of users started utilizing mental health chatbots. 44% exclusively relied on digital assistants without seeking human therapy.
• Consumers acknowledged the benefits of mental healthcare bots (65%) and their importance (74%). However, 86% felt digital assistants lacked understanding or display of human emotions.
• Physicians believe chatbots would be helpful for scheduling doctor appointments (78%), locating health clinics (76%), and providing medication information (71%).

Travel

• 25% of travel and hospitality companies use digital assistants for general inquiries and bookings.
• In restaurants, hotels, and guesthouses, 33% of consumers are embracing web tools powered by chatbots.
• Among the top 5 industries benefiting from bot adoption, the travel sector comprises 16%.
• A significant 33% of users express the desire to use digital assistants for making reservations at hotels or restaurants.
• Two-thirds of respondents find chatbots useful (40%) or very useful (26%) for managing their business and travel arrangements.
• For travel plans and booking comparisons, 37% of users prefer intelligent bots.
• A high demand for digital assistants that save time and money is evident. 87% of users expressed willingness to interact with a travel chatbot offering these benefits.
• 79% of users expressed willingness to ask for help from a bot if it can function as a concierge.
• In late 2017, SITA reported low adoption rates, with only 14% of airlines and 9% of airports utilizing chatbot technology. However, 68% of airlines plan to adopt airline chatbot services in the near future as well as 42% of airports.

Voice Assistants Statistics

• Industry reports show a sharp rise in voice-enabled interfaces, reaching 8.4 billion by 2024.
• 72% of US consumers have interacted with voice interfaces in business settings.
• The voice assistant market is set to grow from USD 4.59 Billion in 2022 to USD 30.72 billion by 2030, with a 31.2% CAGR.
• Over 90% of people aged 18-64 seek information about voice technology, and more than 70% use it at least once.
• 93% of consumers are satisfied with their voice assistants; 50% are very satisfied.
• 80% of buyers shopping via voice assistant are satisfied, and 50% have made purchases.
• 74% of clients use mobile voice assistants at home, with 71% preferring voice queries over typing.
• 51% of voice shoppers research products, 22% make direct purchases, and 17% reorder items. Additionally, 30% track packages, and 20% leave reviews.
• 71% of consumers are satisfied with voice assistants on their mobile devices.
• Food (56%), banking (44%), and retail (35%) are the most popular industries for voice assistant use.

Future of Chatbots Stats

• Larger companies have embraced chatbots at a faster pace, holding over a 46% share in the market. And this trend is expected to continue, with their share growing by 2027.
• Capgemini predicts 70% of consumers will replace physical visits to shops or banks with voice assistants in the next three years.
• Retail consumers are anticipated to spend over $142 billion via bots by 2024. It’s a significant increase from $2.8 billion in 2019, as reported by Insider Intelligence.
• Gartner predicts that by 2027, digital assistants will become the primary channel for client service in 25% of all businesses.
• 1/3 of AI startup founders believe that digital assistants will be the most popular customer technology in the next five years.
• It is projected that AI bots will power 95% of all customer service interactions by 2025.
• With advancements in ML, AI, and natural language processing, chatbots are expected to become more human-like. This is facilitated by the ChatGPT adoption and the development of new AI programs.

Don’t miss out on the opportunity to see how AI chatbots can revolutionize your customer support and boost your company’s efficiency.