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  • 83 Vital Chatbot Software Statistics: 2022 Market Share & Data Analysis

83 Vital Chatbot Software Statistics: 2022 Market Share & Data Analysis

Today, customers demand more—more results instead of interactions, more convenience instead of generalization, faster yet detailed responses, and a satisfactory omnichannel experience. Companies fulfill these urgent expectations by relying on conversational AI, specifically chatbots, to provide outstanding customer service. Aside from offering real-time help to customers, these technologies also lessen their waiting time and the workloads of human agents (Max, 2021).

Chatbots surfaced way back in 2009 to expand the capabilities of customer support software, but it has only been widely applied a little while back.

This article’s extensive list of chatbot software statistics showcases how chatbots became a predominant tool for most organizations at the height of the ongoing health catastrophe.

chatbot statistics 2022

Chatbot Software Usage Statistics

Chatbots are AI models that allow customers to communicate with brands via text, messaging, or speech. Listed below are the most momentous chatbot software statistics for the year.

  • Chatbots can respond to 80% of all basic questions (Outgrow)
  • 60% of people have used a chatbot in the past year (GetVoip).
  • 40% of Millennials use chatbots daily (Mobile Marketer).
  • Facebook Messenger has over 300,000 chatbots (Venture Beat).
  • There has been a 50% increase in chat usage via phone and email since 2012 (Forrester).
  • 33% of customers would book a hotel room or restaurant seat via a chatbot (Drift).
  • According to chatbot statistics 2020, the chatbot industry was valued at $17.17 billion in 2020 (Landbot, 2021).
  • The US (36%), India (11%). and Germany (4%) are the top countries with chatbot users (Chatbots Life).

businesses that recognized new technology needs due to the pandemic

Chatbots According to Industry Experts

More than just being numbers and percentages, chatbot software statistics are a substantial standard for grasping present customer behavior conditions. These statistics can help business leaders think of where to put their time, effort, and money.

  • 77% of managers have already imposed chatbot adoption for their after-sales and customer support solutions (Accenture).
  • Almost 6 in 10 managers said that chatbots can enhance the way they answer questions from customers through networking with other chatbots, and that they can provide customized responses by engaging in more conversations (Accenture).
  • Salesforce chatbot statistics report that 78% of industry experts invested in new innovations due to COVID-19 (Salesforce).
  • Only 21% of companies said that customer service is highly customizable today (Forrester).
  • 89% of companies recognize the usefulness of chatbots to customer experience personalization and automation (Landbot, 2021).
  • 64% of managers note that consumer adoption hesitancy is the primary factor why they do not use chatbots (Accenture).
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US Industries with the Greatest Customer-Approval of Chatbots

US Industries with the Greatest Customer-Approval of Chatbots
Online retail: 34

Online retail

%
US Industries with the Greatest Customer-Approval of Chatbots
Health care: 27

Health care

%
US Industries with the Greatest Customer-Approval of Chatbots
Telecommunications: 25

Telecommunications

%
US Industries with the Greatest Customer-Approval of Chatbots
Banking : 20

Banking

%
US Industries with the Greatest Customer-Approval of Chatbots
Financial service: 20

Financial service

%
US Industries with the Greatest Customer-Approval of Chatbots
Insurance: 15

Insurance

%

Source: Invesp

Designed by

Chatbots and Customer Experience Statistics

Chatbot software statistics for 2022 have completely scrambled everything that we all thought was already in order. Furthermore, they showed what businesses must pay their attention to the most—customer experience.

  • 70% of customers indicate good chatbot experiences (Forbes).
  • 30% of customers will no longer support a brand and leave it permanently due to a bad customer experience (OpenText).
  • People ignore and do not reply in 1 in 5 chatbots (SuperOffice).
  • 13% of customers have at least once purchased costly products through a chatbot (Outgrow).
  • 71% of customers would turn to chatbots if it would enhance their customer experience (Conversocial).
  • 27% of customers were uncertain if the recent customer service interaction they had was with a chatbot or a real agent (PwC).
  • Chatbots help companies lessen call, chat, and email interactions by 70% (Gartner).
  • 66% of Millenials and 58% of Baby Boomers cite 24-hour service as the main advantage of chatbots (Drift).

number of support requests that customers make every year

Chatbots and Real Agents Statistics

AI only improves, not replaces, customer service (CCW Digital). And there are still components of customer support that can be facilitated by humans only.

  • 64% of human agents with AI solve difficult problems most of their time (Salesforce).
  • Explaining an organization’s headcount was the least-usually noted effect of chatbots, over 1 in 1o (Accenture).
  • 77% of agents note that automating habit activities enable them to pay attention to more challenging tasks (Landbot, 2021).
  • 34% of customers use chatbots to talk to a real agent (Outgrow).

Leading Customer Support Software

  1. Freshdesk ranks as one of the best and complete help desk solutions around with features ranging from ticket management to customized reports. It is a go-to platform for many customer service teams.
  2. Zendesk is trusted by more than 40,000 organizations worldwide. This platform provides its users with comprehensive features, such as group rules, macros, forums, and screencasting, among other service-related tools.
  3. Salesforce Service Cloud is a web-based solution that allows its users to deliver omnichannel customer support from a single dashboard. It is a complete platform with a great team management module on top of customer-facing tools such as a community knowledge base.
  4. Groove is a robust alternative to other top customer support platforms today. It is fitted with useful and easy-to-use tools such as open tracking, customer history, conversation reporting, happiness reporting, and data exporting, among many others.
  5. Freshservice offers comprehensive features fitted in an easy-to-understand dashboard. Users enjoy its powerful features, including a priority matrix, customizable agent roles, integrated game mechanics, knowledge base, and advanced reporting capabilities.

What Customers Really Want

Customers are getting comfortable with using messaging apps, such as Facebook Messenger, Telegram, and WhatsApp, to reach out to businesses. Three years ago, a Facebook IQ study already attested to the possibility of how customers would contact brands through such channels in the future.

  • 65% of customers want self-service for simple concerns (Salesforce).
  • 35% of customers assume to receive detailed answers from chatbots (Outgrow).
  • 34% of customers would be more at ease talking to a chatbot than a real agent (Outgrow).
  • 56% of customers choose to message than to call the hotline (Outgrow).
  • 64% of Facebook users in the US, Brazil, India, and the United Kingdom state that they like to send private messages to a business via Facebook Messenger because businesses are mostly active in the platform and are most likely to reach out to them (Facebook Business).
  • 54% of customers express that businesses must change the way they deal with them (Salesforce).
  • About 50% of customers assume a business to be responsive 24/7 (VentureBeat).
  • 69% of customers want to use chatbots for the pace at which they can reach out to a business (Salesforce).
  • 40% of customers do not care if they are interacting with an AI or a human, as long as they get responses (HubSpot).
  • 71% of customers expect businesses to offer customer support, and 66% anticipate them to customize them in messaging apps (Landbot, 2021).
  • 96% of customers said that high-quality customer service over a messaging tool was rather crucial to brand loyalty (State of CX).
  • 53% of consumers are more likely to purchase from a business that they can talk to (Outgrow).
  • 94% of customers would buy again from a brand if their customer service is excellent (Landbot, 2021).
  • 40% of online banking users like to use a chatbot to raise their concerns (eMarketer).
  • For difficult concerns, 23% of customers still want to have interactions with real agents (American Express).
  • 69% of customers agree that chatbots must always offer the option to talk to a real agent (Aspect Customer Experience Index).
  • 48% of customers care more about a chatbot’s capability to resolve their problems than having a character (Outgrow).

cost of new vs old customers

The Impact of Chatbots on Businesses

North America is considered the biggest chatbot market. Meanwhile, Asia-Pacific is also growing its market pretty fast due to the investment of many startups in the industry.

  • Businesses revealed a 70% decrease in call, chat, and/or email inquiries after using a chatbot (Gartner 2).
  • 30% of customer support expenses can be saved if companies use chatbots (Chatbots Journal).
  • Consumers’ willingness to use chatbots to buy products online increased from 17.1% in 2019 to 41.3% in 2020 (Drift).
  • COIN chatbot helped JP Morgan save more than 360,000 hours of labor (The Financial Brand).
  • 53% of companies recognize AI as a medium for establishing a customer-first culture (CX Network).
  • 90% of businesses resolve complaints faster with chatbots (MIT Technology Review).
  • Businesses are boosting revenue by 7% to 25% as chatbots are effective at handling neglected cart issues (Chatbots Magazine).
  • Interactions between businesses and customers through Facebook Messenger have a 30% better ROI than redirecting ads (Business Insider).
  • 55% of businesses with chatbots have garnered top-notch leads (Outgrow).
  • 39% of businesses make their websites more interactive by using chatbots (Outgrow).
  • 25% of enterprises, 15% of medium-sized businesses, and 16% of small businesses use chatbots (Spiceworks).
  • 58% of B2B firms use chatbots, while 42% of B2C companies do so (Relay).
  • Chatbot statistics 2021 revealed that 2/3 of prominent financial services have used chatbots since COVID-19 (Verloop, 2021).
  • 67% of businesses think that chatbots will beat mobile app adoption (Honeybot).
  • The IT departments of 53% of companies rely on chatbots the most (Spiceworks).
  • 47% of companies are anticipated to use chatbots for customer service purposes, and 40% for virtual assistants adoption (Verloop, 2021).
  • 64% of corporations believe that chatbots will let them offer more personalized services for their customers (Statista).
  • 57% of corporations believe that chatbots can carry out promising outcomes for less effort (Accenture).

Source: Landbot, 2021

Chatbot Software Statistics: The Strong Points

Real-time personalization is deemed as one of the chatbot’s strong points. Beyond everything, customer service plus, customizable marketing showcase results well.

  • A fast response is the most positive element of chatbots, according to 68% of customers (Userlike).
  • 91% of customers are more likely to prefer businesses that offer customizable services and products (Accenture).
  • 34% of managers say that chatbots save them time and help them concentrate on creating and deep thinking (Outgrow).
  • Positive chatbot experiences can prompt responses as high as 80% to 90% (Matthew Barby).

Chatbot Software Statistics: The Weak Points

Every technology needs to be used and applied appropriately to maximize its full potential. Organizations also need to invest in the right chatbot software.

  • 51% of companies do not use chatbots because they cannot look at customer history for customized experiences yet (Accenture).
  • 56% of organizations say that chatbots are causing interruptions in their operations (Accenture).
  • 30% of customers worry that a chatbot would buy the wrong product for them (Drift).
  • 46% of customers believe that chatbots are implemented to keep them away from real agents (GetVoip).
  • 60% of customers believe real agents can better understand them than chatbots (Business Insider).

What Lies Ahead for Chatbots

The peak of the chatbot’s fame was in August 2017. Despite projections that it will soon decline, it did not. Contrarily, chatbot software statistics 2021 speculate that these tools are expected to further expand at present and in the future (Sienkiewicz, 2021).

    • 90% of bank customer interactions via chatbots should be automated by this year (Juniper Research)
    • 53% of service providers will be using chatbots within a year, indicating a 136% rate increase that predicts a huge impact of such technology (Salesforce 2).
    • 77% of customers say that chatbots will change their assumptions of businesses five years from now (Salesforce).
    • In 2019 AI chatbot statistics, it was recorded that $13.9 billion was invested in customer experience-centered AI and $42.7 billion in customer experience-centered Big Data and analytics. This year, both are projected to grow to $90 billion (OpenText).
    • According to chatbot statistics 2022, chatbots will save businesses $8 billion annually (Deloitte).
    • By 2022, 75% to 90% of customer questions are expected to be managed by chatbots (Juniper Research).
    • By 2023, about 70% of chatbots used will be retail-based (Juniper Research).
    • By 2023, 30% of customer support firms will carry out proactive customer solutions through AI (Gartner).
    • 2.5 billion hours are expected to be saved for businesses and customers by 2023 (Juniper Research).
  • Banking, retail, and healthcare chatbot statistics reveal that there will be $11 billion savings yearly by 2023 due to chatbots (Juniper Research).
  • Chatbot conversion statistics forecast that the value of chatbot transactions by 2023 would be $112 (Juniper Research).
  • By 2024, the chatbot industry size is expected to grow to $9.4 billion at a CAGR of 29.7% (Business Insider).
  • A third of AI startup masterminds mentioned that chatbots would be the major AI user application in the coming five years (Emerj).

AI: Uniting and Dividing the World at the Same Time

AI software has always divided the world since its inception. Its proponents strongly agree that these apps could perform many human tasks faster and better, especially in terms of providing higher-quality lives, driving economies, and preserving the planet. On the other hand, others worry, taking into account the warnings of the late Professor Stephen Hawking, that AI would eventually be the end of humanity.

Things being what they are, these differences in opinions are starting to wane as chatbots have proven their merit to many individuals and businesses during COVID-19 (Seed Scientific, 2021).

 

References:

  1. Business Insider. (2021, February 9). Chatbot market in 2021: Stats, trends, and companies in the growing AI chatbot industry. Business Insider.
  2. Chotia, R. (2021, February 19). 100 Best Chatbot Statistics for 2021. Verloop.
  3. Jassova, B. (2021, March 10). Chatbot Statistics 2021: State of the Market & Opportunities. Landbot.
  4. Max, D. (2021, March 3). 38 Incredible Chatbot Statistics (2021). Netomi.
  5. Moran, M. (2022, January 6). 25 Top Chatbot Statistics For 2022: Usage, Demographics, Trends. Startup Bonsai.
  6. Outgrow. (n.d.). [Updated] 50+ Vital Chatbot Statistics for 2021. Outgrow.
  7. Seed Scientific. (2021, February 10). 45 Astonishing Chatbot Statistics [2022 Edition]. Seed Scientific.
Louie Andre

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. From pitch deck to exit strategy, he is no stranger to project business hiccups and essentials. He has been involved in a few internet startups including a digital route planner for a triple A affiliate. His advice to vendors and users alike? "Think of benefits, not features."

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