60 Exciting Chatbot Statistics That Explore Its Growth

Chatbots work 24/7, tirelessly striving to solve your stakeholders’ problems.

They can book appointments, check account balances, and answer common questions. These software solutions make your business available to customers whenever they need support. AI chatbots have a hand in helping many organizations address customer queries thoughtfully and correctly. 

Take a look at our exciting chatbot statistics that explore current and future market trends.

General chatbot statistics 

Chatbots add “fast” and “efficient” to your company’s description when put to good use. The statistics below relate to the state of chatbots in the current market and how they’re clearing the way for companies to more perfectly serve their clients. 

• 1.4 billion people were open to using chatbots for communication in 2023. 
• 88% of users said they had at least one conversation with a chatbot in 2022.
• 58% of B2B companies used chatbots on their sites in 2023, more than the 42% in business-to-consumer organizations.
• Chatbot uses, like making purchases or scheduling meetings, more than doubled from 2019 to 2020.
• 40% of millennials engage with bots daily.
• The global chatbot market is expected to grow from $5.64 billion in 2023 to $16.74 billion by 2028.
• 39% of business-consumer chats involve a chatbot.  
• 46% of companies use chatbots for voice-to-text dictation.
• IT is the top department for chatbots use in 53% of organizations

• 80% of people have used a chatbot at least once.
• Chatbots are more popular in Europe than in the US and Japan, with 50% approval in France compared to 32-33% in the US and Japan.
• 68% of users appreciate the quick responses from chatbots. 
• One-third of consumers find chatbots very effective in solving their issues.
• Millennials often use chatbots for support issues, with 60% having used them and 70% reporting positive experiences.
• Chatbot interactions have a higher satisfaction rate – around 87.58% – than live chats with humans.
• 80% of consumers are open to using chatbots if they can easily switch to a human agent.

Chatbot usage statistics

Although chatbots have a wide scope in online businesses, many companies and geographies are yet to wield their full potential. The statistics below talk about the eclectic ways companies make use of chatbots for their workflows. 

• 41.3% of consumers used chatbots for purchases in 2020.
• The use of chatbots for purchases jumped from 17.1% to 41.3% from 2019 to 2020.
• 40% of customers don’t mind if a query is resolved by a bot or a human, as long as it's solved.
• 70% of white-collar workers interact with chatbots daily..
• 50% of enterprise companies invested more in chatbots than in mobile apps in 2021.
• Chatbots have saved businesses over $8 billion annually.

• 80% of people have used a chatbot at least once.
• Chatbots are more popular in Europe than in the US and Japan, with 50% approval in France compared to 32-33% in the US and Japan.
• 68% of users appreciate the quick responses from chatbots. 
• One-third of consumers find chatbots very effective in solving their issues.
• Millennials often use chatbots for support issues, with 60% having used them and 70% reporting positive experiences.
• Chatbot interactions have a higher satisfaction rate – around 87.58% – than live chats with humans.
• 80% of consumers are open to using chatbots if they can easily switch to a human agent.

Consumer issues with chatbots

While chatbots bring several benefits to both consumers and businesses, they don’t get a green flag from everybody all the time. Some people aren’t sure of usage of chatbots in business communication. Let’s explore their case through a statistical lens.

• Only 9% of consumers think companies should stop usingban chatbots altogether.
• 46% feel chatbots are used to prevent them from reaching a live person.

• 46% would choose a live person over a chatbot, even if using a bot would save time.
• 60% of consumers aged 35-44 think companies are too quick to replace humans with chatbots.

Customer support chatbot statistics 

Chatbots work 24/7, well outside of regular business hours. They’re great for customers who need instant help because they can quickly answer common questions about products, services, or policies.

Customers no longer have to wait in long phone queues. They just type their question into a chat box to get an instant reply. If a chatbot can't solve a problem, the customer is connected to a human support agent. 

Explore the statistics below to learn more about how businesses turn to chatbots in their customer support functions.

• 67% of global consumers used a chatbot for customer support in 2020. 
• 64% of businesses believe chatbots enable more personalized support for customers than humans do.

• IBM reports chatbots can reduce customer support costs by up to 30%.
• 27% of consumers were unable to tell if their last customer support interaction was with a bot or a human.
• Chatbots handle 30% of live chat communication.

The impact of chatbot on business growth

Businesses have observed growth on many fronts after integrating chatbots into their workflows. The key benefits go hand-in-hand with generating high-quality leads, making a significant impact on the revenue. 

• 55% of businesses generate high-quality leads through chatbots. 
• Chatbots are expected to save businesses 2.5 billion hours and $8 billion in 2024.
• 47% of consumers are interested in buying products using chatbots.
• 82% of consumers value getting instant responses from brands.
• Chatbots were projected to generate over $100 billion in e-commerce transactions by 2023.
• E-commerce stores using Facebook Messenger and chatbots have seen revenue increases of 7-25%.

• 90% of businesses report faster complaint resolution with chatbots.
• The global chatbot market is expected to reach over $994 million by 2024.

Chatbot use case study statistics

Chatbots are used differently per the industry they’re in. Some companies respond to customer queries on the website with chatbots and others use it to automate tasks. There’s ample space for chatbots to fit into business use. 

• 70% of admin tasks in healthcare could be automated using chatbots and AI technology.
• AI chatbots can reduce Sales Development Representatives (SDR) workload by 200% by answering client FAQs.
• Businesses using AI chatbots have triple the sales conversions than website forms.

• One-third of leads share their concerns with AI chatbots during lead qualification.
• Chatbot lead qualification in EdTech costs around $119 per month.
• AI was projected to automate up to 73% of healthcare admin tasks as of 2023. 
• Also in 2023, chatbots were on the road to saving the banking, healthcare, and retail sectors up to $11 billion, with a 90% success rate predicted for the banks.
• 33% of consumers are willing to use chatbots for bookings in hotels or restaurants.

Towards more efficiency 

It’s evident from the stats above that teaming up with chatbots helps businesses manage customer interactions at scale. The bots take care of issues that can be resolved with a generic answer or support article, while human agents get back the time they need for critical support cases. 

The mix of chatbots and human-powered customer support makes customer communication more efficient and effective, saving organizations ample time and money

Learn more about how to build a chatbot.