2022 Chatbot Statistics - All The Data You Need
Something exciting is happening. The chatbot industry is slowly but surely getting flooded with interesting data points, research and surveys.
Editor's note: there is so much love for this page, we decided to turn it into a more insightful piece of content. You can now download our 2022 Chatbot Statistics Cheatsheet! It contains all the key data points, plus unique frontline insights on each of them. You don't want to miss it.
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Below, you will find the key chatbot statistics and numbers you need to know.
CHATBOT STATISTICS
Consumer sentiment
Understand how consumers feel about chatbots.
- 57% of UK consumers know what a chatbot is. (ubisend, 2017)
- 27% of consumers worldwide are very interested in artificial intelligence based tools. (HubSpot, 2017)
- 27% of consumers predict they would buy a basic item through a chatbot. (Drift, 2018)
- 48% of consumers would rather connect with a company via live chat than any other mean of contact. (HubSpot, 2017)
- 35% of consumers want to see more companies using chatbots. (ubisend, 2017)
- 57% of consumers are interested in chatbots for their instantaneity. (HubSpot, 2017)
- 40% of consumers do not care whether a chatbot or a real human helps them, as long as they are getting the help they need. (HubSpot, 2017)
- 55% of consumers are more likely to do business with a company if they could text them. (LivePerson, 2019)
- 55% of consumers are interested in interacting with a business using messaging apps to solve a problem. (HubSpot, 2017)
- 21% of consumers see chatbots as the easiest way to contact a business. (ubisend, 2017)
- 95% of consumers believe 'customer service' is going to be the major beneficiary of chatbots (Mindbrowser, 2017)
- 15% of consumers have communicated with a business via a chatbot in the last 12 months. (Drift, 2018)
- 48% of consumers prefer a chatbot that solves issues over a chatbot that has personality. (Business Insider, 2017)
- 54% of consumers feel it's extremely important to be informed they are talking to a chatbot and not a human. (LivePerson, 2019)
- 16% of US adults own a smart speaker like Amazon Alexa. (Edison, 2018)
- 15% of US consumers believe nothing could stop them from using a chatbot. (Convince and convert, 2018)
Stat or data point missing? TELL US.
Business profitability
Learn how chatbots can help your business be more profitable
- 47% of consumers would buy items from a chatbot. (HubSpot, 2017)
- 26-36 year olds are willing to spend up to £481.15 with a business via a chatbot interaction. (ubisend, 2017)
- 37% of consumers would rather buy items via a company's Facebook page than their website. (HubSpot, 2017)
- Chatbots are expected to save banks between $0.50 and $0.70 per interaction. (Foye, 2017)
- 45.8% of consumers would rather communicate with a business through a messaging app than email. (ubisend, 2016)
- Chatbots could save businesses up to £6 billion per year cross industries. (Juniper Research, 2017)
- 34% of executives say the time they freed up using chatbots allows them to focus on deep thinking and creating. (PwC, 2017)
- 27% of US adults would buy basic items through a chatbot. (Drift, 2018)
- 13% of US adults would buy expensive items through a chatbot. (Drift, 2018)
- 28% of top-performing companies use AI for marketing (Adobe, 2018)
- 90% of consumers are more likely to do business with companies that answer enquiries immediately. (LivePerson, 2019)
- 31% of top-performing companies plan to use AI within the next 12 months (Adobe, 2018)
- 92% of HR leaders believe the future of providing excellent employee service has to include chatbots (ServiceNow, 2019)
- 40% of marketing agencies have seen their competitors starting to offer chatbot services. (ubisend, 2021)
Stat or data point missing? TELL US.
Chatbot industry landscape
Get a bird's eye view of the chatbot industry
- 86% of marketing agencies say brands will expect them to be able to assist with chatbot projects by 2025. (ubisend, 2021)
- In 2016, the chatbot market was valued at $703 million. (Marketsandmarkets, 2017)
- Between 2016 and 2021, we expect the chatbot marketing to grow at a compound rate of 35.2%. (Marketsandmarkets, 2017)
- $4.5 Billion is expected to be invested in enterprise intelligent assistants by 2021. (Opus Research, 2017)
- By 2020, over 80% of businesses are expected to have some sort of chatbot automation implemented (Business Insider, 2016)
- By 2022, Gartner predicts that 70% of customer interactions will involve technology such as machine learning applications, chatbots, and mobile messaging -- up from 15% in 2018. (Gartner, 2020)
- In 2015, mobile messaging app usage has surpassed social media usage. (Business Insider, 2015)
- By 2022, banks could automate up to 90% of their interactions with chatbots. (Foye, 2017)
- 65.1% of companies that use chatbot technology are in the internet software space. (Relay, 2018)
- 96% of businesses believe chatbots are here to stay. (Mindbrowser, 2017)
- 58% of companies that use chatbot technology are B2B. (Relay, 2018)
- 25% of businesses plan to deploy a chatbot in the next 12 months. (Gartner, 2020)
- 19% of businesses have already implemented a chatbot in 2020. (Gartner, 2020)
Stat or data point missing? TELL US.
Need to find some studies and surveys? We keep track of them on our chatbot research page!
