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[Updated] 50+ Vital Chatbot Statistics for 2021
19/06/2021 Tapsi Chadha
8 min read
 

[Updated] 50+ Vital Chatbot Statistics for 2021

Welcome, ladies and gentlemen. The future is here. It’s the age of technology, easy communication, and well-informed consumers. And this growing need for quick, easy, and effective results has resulted in – you guessed it! – the rise of chatbots. And, we are here with some vital chatbot statistics for you!

chatbot statistics

Chatbot awareness is growing. Customers expect better and more personalized communication with brands. As a result, more and more companies are now creating chatbots in order to meet these expectations.

Are you up to speed with this latest development? To make sure that you stay aboard this (extremely fast-moving!) chatbot rollercoaster, we present to you 50+ Chatbot Statistics for 2021 that will definitely give you all the insight you need to become a chatbot expert.

Let’s begin, shall we? Hold on tight!

Chatbot stats 2021

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Uses of Chatbots

Consumers today expect to find the information they’re looking for online quickly and easily. And when a business can’t provide them with an efficient experience, it leads to unrest. Chatbots are poised to ease these frustrations by providing the real-time, on-demand responses that consumers are increasingly seeking out.

Vital Chatbot Statistics for 2019

Our customers have spoken, and this is what they expect from chatbots. Take a look at some of the most popular uses of chatbots:

1. Chatbots can help in cutting operational costs by up to 30%.

2. 37% of people expect to get quick answers to questions in an emergency using chatbots.

3. 35% expect to get detailed answers or explanations from chatbots.

4. 34% use a chatbot as a means of getting connected with a human.

5. The #1 predicted use case for chatbots is “getting a quick answer in an emergency”, followed by “resolving a complaint or question”.

6. 95% of consumers believe ‘customer service’ is going to be the major beneficiary of chatbots.

7. Chatbots can answer up to 80% of all standard questions. 

Chatbot: The Go-To Customer Support

Good customer service is a must if you want your customers to keep coming back to you. More than acquiring customers, it’s important to retain them. In fact, acquiring new customers costs 5X more than retaining the existing ones. 

And that’s what chatbots are here for! See how chatbots rule the customer support world with these amazing chatbot customer service statistics:

8. 27% of consumers couldn’t say for sure if their last customer support interaction was with a real person or a chatbot.

9. 34% of retail customers would be comfortable speaking with an AI chatbot instead of a live customer support representative. 

10. 64% of businesses believe that chatbots allow them to provide a more customized support experience for their customers. 

11. 56% of customers prefer to message rather than call customer service. 

12. 30% of live chat communication can be taken care of by chatbots.

13. 69% of consumers prefer chatbots for receiving instant responses, and they’re most likely to use chatbots for service-related inquiries. 

14. Businesses can save up to 30% on their customer support costs with chatbots.

Chatbot: The Conversion Machine

Yes yes, we love us some leads. And, chatbots are one of the most effective ways of lead generation. They offer valuable solutions and engage the customer in exchange for valuable lead information. In fact, according to Databox research, these marketing channels yield the most leads:

Check out more chatbot engagement statistics about how they help you convert a lot better!

15. eCommerce stores adopting Facebook Messenger along with an abandoned cart chatbot have started to boost revenue by 7-25%. 

16. 55% of businesses that use chatbots regularly have generated high-quality leads. 

17. For a Cognizant survey, nearly one-quarter (22%) of respondents said they already trust chatbot recommendations for product purchases.

18. 27% of adult clients in the US are ready to purchase basic goods through a chatbot and 13% of adults in the US have at least once bought expensive items via a chatbot. 

19. Better bot experiences with more engaged audiences are getting 80-90% response rates. And, even the least favorable experiences are in the 35-40% range. 

20. Business leaders claim that on average, chatbots have increased sales by 67%. 

21. 57% of businesses claim that chatbot delivers a big ROI on minimal investment.

22. According to chatbot statistics 2020, 41.3% of consumers said they use chatbots for purchases. 

Chatbot: The Customer’s Favorite? 

What customers want from a chatbot is essentially easy communication. Ultimately, chatbots are a technology that can help bridge the gap between business communication channels and deliver a better, speedier online experience to your consumers. But what do customers actually think about these bots? Let’s see!

23. According to 64% of internet users, 24-hour service is the best feature of chatbots. 

24. 87.2% of consumers rate their typical chatbot experience within the range of neutral to positive. 

25. 35% of consumers want to see more companies using chatbots.

26. The number of consumers who think that companies should never use chatbots is just 9%. 

27. 48% of people care more about a chatbot’s ability to solve their issues than it having a personality.

28. 40% of consumers are indifferent to engaging with a chatbot or a human for help.

29. Approximately 60% of millennials use chatbots regularly to make basic purchases. 

There are also people who do not really like chatbots. Here are some chatbot statistics about them:

30. 60% of consumers believe that, compared to a chatbot, a human can better understand what they need. 

31. And, 60% of people still prefer to wait for an agent instead of talking to a chatbot. 

32. 60% of consumers aged 35-44 believe companies have been quick to replace human representatives with chatbots.

33. 46% of consumers feel that chatbots are being used to prevent them from reaching a live person. 

Nevertheless, here’s what customers like about chatbots the most:

chatbot statistics

Chatbot: The Dynamic 

By now, you should know that chatbots are everywhere. Moreover, they are used for almost everything. Anything that requires automation has a chatbot in it. Here are some chatbot growth statistics for you to understand the dynamism of chatbots:

34. The top 5 industries profiting from the incorporation of chatbots are:

-Real estate- 28%

-Travel 16%

-Education 14%

-Healthcare 10% 

-Finance 5%

35. 58% of B2B companies and 42% of B2C companies use a chatbot on their websites.

36. The top 5 chatbot-using countries are the USA, India, Germany, the UK, and Brazil. 

37. 38% of consumers think brands should use chatbots for deals, coupons, and promotions. 

38. 55% of consumers are likely to try a chatbot that offers location-based deals. 

39. 33% of consumers want to use a chatbot to make a reservation at a hotel or restaurant. 

Customers are using chatbots in multiple ways to make their processes smoother. Here are some of them:

chatbot statistics

Chatbots: The Present

Take a quick look at these statistics about chatbots and their present state. They’re sure to help you understand how you can use one for your business!

40. 1.4 billion people are using chatbots. 

41. In 2021, close to 1 in 6 global customer service interactions are handled by AI. 

42. 56% of companies say conversational bots are driving disruption in their industry, and 43% report their competitors are already implementing the technology. 

43. Chatbots are equally popular among millennials and baby boomers.

According to Mobile Marketer research, around 40% of millennials say they chat with chatbots on a daily basis.

44. 39% of businesses use chatbots to make their websites more interactive.

45. 53% of people are more likely to shop with businesses that they can message.

46. 58% of the companies that use chatbots are B2B and 65.1% are SaaS companies.

47. 67% of consumers worldwide used a chatbot for customer support in the past year.

48. Interest in chatbots has increased almost 5 times over the period of 5 years according to Google Trends. 

So what are you waiting for?

Chatbots: The Future

Check out these stats regarding what the future holds for chatbots:

49. 70% of white-collar workers will engage with chatbots daily by 2022.

50. By 2022, 75-90% of queries are expected to be managed by chatbots.

51. By 2022, chatbots will save businesses an aggregate of over $8 billion per year. 

52. The global chatbot market is projected to be over $994 million by 2024.

53. By 2022, banks could automate up to 90% of their interactions with chatbots.

54. 96% of businesses believe chatbots are here to stay. 

55. Growing at a CAGR of 24%, the global chatbot market is expected to reach USD$1.3 billion by 2025.

56. By 2022, chatbots can reduce the cost of customer interaction by $0.70

57. Chatbots may take over email marketing.

58. $112 billion is the projected value of chatbot e-commerce transactions by 2023.

Of course, it is important to remember that chatbots – like all technology – aren’t without their limitations. So, our takeaway is that it doesn’t have to be either/or. As a business, you can use chatbots to supplement your human workforce (not replace them). By using chatbots in combination with online chat and that irreplaceable human touch, businesses can deliver a level of real-time service that is sure to keep their clients happy!

READ NEXT: Best Practices for Building a Chatbot

Are you ready for it? Start building your own chatbot with Outgrow now! Claim your free trial here!

Sources:

Chatbot Industry Trends

Chatbot Report 2019

Critical Chatbot Customer Service

40 AMAZING Chatbot Numbers 

Conversational AI Statistics 

Fascinating Chatbot Stats 

136 Comments

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  1. […] year 2020. Also, 80% of businesses are expected to have some sort of chatbot automation by 2020 (Outgrow, 2018). We practically will have chatbots everywhere, but this doesn’t necessarily mean that […]

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  35. […] Marketer analysis means that round 40% of Millennials work together with chatbots every day, so naturally increasingly more companies are utilizing lead […]

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  37. […] Marketer research suggests that around 40% of Millennials interact with chatbots daily, so naturally more and more businesses are using lead bots as one of […]

  38. […] have predicted that by the end of 2020, over 80% of enterprises will have then implemented chatbots as part of their customer […]

  39. […] According to a study, 37 per cent of the website users want quick answers to their queries. This communication gap can be quickly filled with advanced chatbots. According to the same research, about 40 per cent of millennials say that they talk to chatbots regularly. […]

  40. […] hanno cambiato completamente il panorama dell’assistenza clienti negli ultimi anni. Outgrow prevede che l’80% delle aziende avrà una sorta di automazione dei chatbot entro […]

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  43. […] 56% of consumers preferred to contact businesses by text message as opposed to calling customer service. […]

  44. […] 2020, more than 80% of businesses will be using some form of a chatbot (Outgrow, […]

  45. […] Outgrow menyatakan bahwa 53% konsumen lebih tertarik untuk melakukan transaksi dengan brand yang memiliki layanan percakapan. Dengan mengandalkan percakapan chatbot, penyampaian informasi mengenai produk atau kebutuhan konsumen secara personal dapat tercapai dengan mudah. Selain itu, dengan adanya chatbot mampu membuat brand ataupun produk Anda menjadi pilihan terbaik bagi konsumen. […]

  46. […] per Outgrow, 2018, People prefer to use chatbots rather than mobile application for communicating with […]

  47. […] are you’ve seen a chatbot on a website recently – maybe even today! By the end of this year, Outgrow predicts 80% of businesses are expected to have some chatbot capability. On top of that, Global […]

  48. […] 56 percent of customers opted to reach companies by text messaging rather than by calling customer service. […]

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  51. […] are you’ve seen a chatbot on a website recently – maybe even today! By the end of this year, Outgrow predicts 80% of businesses are expected to have some chatbot capability. On top of that, Global […]

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  71. […] to optimize your sales pipeline, there are many useful tools at your fingertips. Considering that 96% of companies believe that chatbots are here to stay, it is better to start investing in them to engage […]

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  75. […] to optimize your sales pipeline, there are many useful tools at your fingertips. Considering that 96% of companies believe that chatbots are here to stay, it is better to start investing in them to engage […]

  76. […] 46. 53% of people are more likely to shop with businesses that they can message. (Outgrow) […]

  77. […] to optimize your sales pipeline, there are many useful tools at your fingertips. Considering that 96% of companies believe that chatbots are here to stay, it is better to start investing in them to engage […]

  78. […] to optimize your sales pipeline, there are many useful tools at your fingertips. Considering that 96% of companies believe that chatbots are here to stay, it is better to start investing in them to engage […]

  79. […] is predicted that by 2021, 80% of businesses will be integrating some style of chatbot structure to their website or online selling platform. […]

  80. […] 46. 53% of people are more likely to shop with businesses that they can message. (Outgrow) […]

  81. […] are you’ve seen a chatbot on a website recently – maybe even today! By the end of this year, Outgrow predicts 80% of businesses are expected to have some chatbot capability. On top of that, Global […]

  82. […] El desarrollo de chatbot puede suponer un 30% de ahorro en los costes de atención al cliente, según Outgrow. […]

  83. […] 2021 more brands will continue adopting chatbot technology – according to the Outgrow study, 80% of businesses are going to follow […]

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  86. […] page or website. So step by step, this technology is expanding and will be widely adopted in 2021. Outgrow predicts that 80% of businesses are projected to integrate some form of chatbot system by […]

  87. […] bots allow businesses to save time and money on agents, and it’s why 80% of businesses are projected to use chatbots in 2021. The problem is that chatbots are in a sort of intelligence […]

  88. […] businesses are expected to integrate some form of chatbot in their operations by the year 2021 – Outgrow, […]

  89. […] 21 Vital Chatbot Statistics for 2020 […]

  90. […]  53% of customers are more likely to shop with businesses that they can message. Outgrow […]

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  93. […] “Chatbot” is just a fun and fancy name for a computer program that autoresponds to customers. They’re increasingly common in the social media realm but they can be used over text or as a pop-ups on your website, too. You can use a chatbot to field general questions, to send subscribers tips and product suggestions or to help shoppers complete an order. Bottom line, the bots work. […]

  94. […] 80% of businesses are already eyeing chatbot automation by 2020. And, when it comes to customer support chatbots, the benefits far outweigh those of having support agents because of process automation. […]

  95. […] 80% of businesses are already eyeing chatbot automation by 2020. And, when it comes to customer support chatbots, the benefits far outweigh those of having support agents because of process automation. […]

  96. […] 80% of businesses are already eyeing chatbot automation by 2020. And, when it comes to customer support chatbots, the benefits far outweigh those of having support agents because of process automation. […]

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  98. […] 80% of businesses are already eyeing chatbot automation by 2020. And, when it comes to customer support chatbots, the benefits far outweigh those of having support agents because of process automation. […]

  99. […] 80% of businesses are already eyeing chatbot automation by 2020. And, when it comes to customer support chatbots, the benefits far outweigh those of having support agents because of process automation. […]

  100. […] bots allow businesses to save time and money on agents, and it’s why 80% of businesses are projected to use chatbots in 2021. The problem is that chatbots are in a sort of intelligence […]

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  108. […] prices and enhance effectivity within the face of an unsure financial outlook. Contemplate that 80% of companies plan to make use of chatbots to automate buyer interactions and inner help by the tip of […]

  109. […] to cut costs and increase efficiency in the face of an uncertain economic outlook. Consider that 80% of companies plan to use chatbots to automate customer interactions and internal support by the end of […]

  110. […] to cut costs and increase efficiency in the face of an uncertain economic outlook. Consider that 80% of companies plan to use chatbots to automate customer interactions and internal support by the end of […]

  111. […] cut costs and increase efficiency in the face of an uncertain economic outlook. Consider that 80% of companies plan to use chatbots to automate customer interactions and internal support by the end of […]

  112. […] to cut costs and increase efficiency in the face of an uncertain economic outlook. Consider that 80% of companies plan to use chatbots to automate customer interactions and internal support by the end of […]

  113. […] to cut costs and increase efficiency in the face of an uncertain economic outlook. Consider that 80% of companies plan to use chatbots to automate customer interactions and internal support by the end of […]

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  116. […] to cut costs and increase efficiency in the face of an uncertain economic outlook. Consider that 80% of companies plan to use chatbots to automate customer interactions and internal support by the end of […]

  117. […] to cut costs and increase efficiency in the face of an uncertain economic outlook. Consider that 80% of companies plan to use chatbots to automate customer interactions and internal support by the end of […]

  118. […] and enhance effectivity within the face of an unsure financial outlook. Take into account that 80% of corporations plan to make use of chatbots to automate buyer interactions and inside assist by the tip of […]

  119. […] to Outgrow reasearch, 80% of businesses will have chatbot automation by the end of 2020. To us, this forecast does not come as a […]

  120. […] accroître l’efficacité face à des perspectives économiques incertaines. Considérez cela 80% des entreprises prévoyez d’utiliser des chatbots pour automatiser les interactions clients et le support […]

  121. […] et accroître l’efficacité face à des perspectives économiques incertaines. Considérez cela 80% des entreprises prévoyez d’utiliser des chatbots pour automatiser les interactions clients et le support interne […]

  122. […] to cut costs and increase efficiency in the face of an uncertain economic outlook. Consider that 80% of companies plan to use chatbots to automate customer interactions and internal support by the end of […]

  123. […] cut costs and increase efficiency in the face of an uncertain economic outlook. Consider that 80% of companies plan to use chatbots to automate customer interactions and internal support by the end of […]

  124. […] Potencial en la captación y cualificación de leads, haciendo uso del marketing conversacional. En este punto, el 36% de las empresas que utiliza chatbots lo hace con este fin, según cifras publicadas por Outgrow. […]

  125. […] prices and enhance effectivity within the face of an unsure financial outlook. Contemplate that 80% of corporations plan to make use of chatbots to automate buyer interactions and inside help by the tip of […]

  126. […] 2021, 80% of businesses are expected to utilize Voice AI and conversational AI technologies and half of enterprises will […]

  127. […] prices and enhance effectivity within the face of an unsure financial outlook. Think about that 80% of firms plan to make use of chatbots to automate buyer interactions and inside assist by the tip of […]

  128. […] 80% of businesses are projected to integrate some form of chatbot system by 2021. (Outgrow, 2018) […]

  129. […] prices and enhance effectivity within the face of an unsure financial outlook. Think about that 80% of companies plan to make use of chatbots to automate buyer interactions and inner help by the top of […]

  130. […] to cut costs and increase efficiency in the face of an uncertain economic outlook. Consider that 80% of companies plan to use chatbots to automate customer interactions and internal support by the end of […]

  131. […] to chop prices and improve effectivity in the face of an unsure financial outlook. Consider that 80% of corporations plan to make use of chatbots to automate buyer interactions and inner assist by the finish of […]

  132. […] Outgrow, “56% des consommateurs préfèrent envoyer un message à une entreprise plutôt qu’appeller le […]

  133. […] be able to better understand the importance of chatbots, it is best to look at some statistics. They speak for […]

  134. […] کرنے میں مدد دینے کا کام سونپا گیا ہے۔ اس پر غور کریں 80٪ کمپنیاں 2020 کے آخر تک گاہکوں کے تعاملات اور داخلی مدد کو خودکار […]

  135. […] Personalization is essential—40% of consumers have left a website because it presented too many generic options. Omni-channel support is no longer optional. Indeed, Adobe found that the companies with the strongest omnichannel strategies enjoyed 10% year-on-year growth. Automation is bearing more of the workload with 80% of businesses using some sort of chatbot. […]

  136. […] 46. 53% of people are more likely to shop with businesses that they can message. (Outgrow) […]

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