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.
Top 5 chatbot statistics for 2025
- Chatbots and virtual assistants are the most adopted AI tools, with 69% of organizations integrating these into their tech stack.
- Nearly 1.5 million people engaged in at least one chatbot conversation over the past year.
- 82% of customers prefer chatbots over waiting for a representative, a 20% rise since 2022.
- The global chatbot market is projected to grow from $7.01 billion in 2024 to $20.81 billion by 2029.
- Using chatbots in businesses can save up to 2.5 billion working hours.
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 better serve their clients.
- 16% of businesses already use chatbots, 55% plan to adopt them, and 28% do not intend to use them.
- Among current users, 24% rate chatbot return on investment (ROI) as excellent, and 43% of potential adopters believe chatbots will benefit their business.
- 50% of businesses using chatbots report receiving positive customer feedback on their customer service.
61%
of consumers say chatbot recommendations frequently or always influence their buying decisions.
Source: Tidio
- 24% of enterprises, 15% of mid-sized companies, and 16% of small businesses currently use chatbots.
- 46% of companies use chatbots for voice-to-text dictation.
- IT is the top department for chatbots use in 53% of organizations.
- 68% of users value chatbots for their convenience and quick response times.
- 30% of C-level support executives prioritized implementing chatbot-based automated support in 2024.
- Live chat holds an 85% customer satisfaction rating, second only to phone support at 91%.
- Asia-Pacific, North America, and Europe are expected to dominate the chatbot market in 2028, holding the largest share.
Chatbot usage statistics
The statistics below highlight chatbot usage among consumers and businesses.
- In 2024, a global survey revealed that individuals aged 25–34 are the most likely to use chatbots on brand websites.
- Around 60% of users aged 25–34 reported using chatbots on direct-to-consumer (D2C) websites.
- The age group 35 to 44 ranked second, with nearly 56% of respondents using chatbots.
- Users aged 55 to 64 were the least likely to use chatbots.
- 40% of customers don’t mind if a query is resolved by a bot or a human, as long as it's solved.
44%
of shoppers appreciated chatbots in 2023 for helping them with relevant product information before purchase.
Source: Statista
- 56% of Gen Zs think that more companies should use chatbots.
- 62% of Gen Zs prefer using chatbots to order food, while 71% use them for product searches.
- 33% of consumers are willing to use chatbots for bookings in hotels or restaurants.
- 41% of businesses primarily use chatbots to support sales.
- In 2023, 72% of medical practitioners in the U.S. reported that patients used chatbots to schedule appointments.
- In a February 2023 survey across four Southeast Asian countries, 62% of respondents said they would likely use AI-powered chatbots like ChatGPT for online searches.
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. Let’s explore their case through a statistical lens.
- Among negative customer experiences, 45% of people feel the chatbot lacks the knowledge to solve their problem.
- Additionally, 5% found the chatbot creepy, and 5% said it was unfriendly.
60%
of consumers prefer human interaction over chatbots when it comes to understanding their needs.
Source: Userlike
- A 2024 U.S. survey found that 50% of shoppers aged 50 to 54 dislike using AI chatbots for customer support, believing it could negatively impact their perception of a brand.
- Only 30% of shoppers aged 18 to 24 shared the same opinion about AI chatbots affecting brand perception.
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 businesses turning to chatbots in their customer support functions.
- Company leaders say chatbots have boosted customer support satisfaction scores by 24%.
- Chatbots can help businesses save up to 30% on customer support costs.
- 55% of companies plan to adopt chatbots to enhance customer service.
70%
of CX leaders believe chatbots are becoming essential in creating personalized customer journeys.
Source: Zendesk
- Chatbots handle 30% of live chat communication.
- 64% of employees say they can focus on other tasks while the chatbot handles customer support.
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.
- 47% of consumers are interested in buying products using chatbots.
- 55% of businesses generate high-quality leads through chatbots.
- In 2022, the total cost savings from using chatbots reached $11 billion.
- 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%.
12 months
is the estimated ROI payback period for chatbots.
Source: G2
- 90% of businesses report faster complaint resolution with chatbots.
- It was expected that in 2024, chatbots will save businesses 2.5 billion hours and $8 billion.
AI chatbot statistics
AI chatbots are automated tools powered by artificial intelligence that can simulate conversations with users. They’re increasingly used by businesses to improve efficiency and enhance user experiences. This section explores important statistics that show how these tools are being adopted.
- By 2025, 95% of customer interactions will be powered by AI.
- 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.
- AI-assisted support agents handle 13.8% more inquiries per hour.
48%
of customers find it harder to distinguish between AI and human service representatives.
Source: Zendesk
- 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.
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.
