24 Amazing Chatbot Statistics
Written by Brian Dean
This is a collection of 24 up-to-date Chatbot statistics.
So if you want to see stats about:
- The usage of chatbots
- How consumers use chatbots
- Chatbots for customer support
- Why people use chatbots
You’ll love the updated stats on this page.
Let’s dive right in!
01. Chatbot Usage & Engagement Stats
If you’ve noticed more and more chat icons in the lower right-hand corner of the sites you visit, you’re not alone. The data shows that chatbot usage and engagement are on the rise. The question is: how many businesses use chatbots? And how many consumers engage with them? Let’s take a look at the stats.
- One in five (20%) of Americans say they have used chatbot in the past month (Ipsos)
- 68% of consumers have used a customer service chatbot (Ipsos)
- Only 10% of consumers worldwide use chatbots daily to connect with businesses or service providers. Mobile phone calls remain the most popular contact method with a 36% share (Vonage)
- Over one-third (33.2%) of US consumers estimated to use AI-enabled banking chatbots (eMarketer)
- 36% of marketing executives report using chatbots and AI-driven customer support to engage with customers at their organizations. A further 20% plan to use chatbots in the next 6 months (Capgemini)
- Nearly 7 in 10 (69%) Americans say they haven’t used any AI chatbot in the past 3 months (Consumer Reports)
- ChatGPT ranks as the most used AI chatbot in the US with a 19% share of Americans who have used it in the past 3 months, followed by Bing (6%) and Bard (4%) (Consumer Reports)
- 35% of consumers in the US say they have used AI chatbots for answering questions as an alternative to search engines. Other common chatbot use cases include writing or editing tasks (23%), coming up with ideas for assignments at work or school (17%) (Consumer Reports)
- When it comes to the most common reasons why people used AI chatbots recently, they believed it would be fun (37%), save time (36%), and make the task easier (35%) (Consumer Reports)
- Around 21% of Americans claim to have interacted with a chatbot for some health-related activity (checking medical terms, looking up nutrition facts, developing meal plans, etc.) (Consumer Reports)
- Among young adults (18-29 years old) in the US, 43% say they have ever used ChatGPT. Overall, 23% of US adults claim to have ever used ChatGPT (Pew Research Center)
02. Chatbots for Customer Support
Chatbots are a customer support win-win. Customers win because they get real-time, 24/7 support for their simple questions. Businesses win because they can save on staffing costs and allow their support staff to solve harder problems and issues that customers face.
- Nearly half (49%) of US adults have turned to an AI chatbot for customer service in the past 12 months (eMarketer)
- 34% of consumers find AI chatbots in customer service actually helpful.
Another 43% of respondents state there’s room for improvement (CDP)
- 23% of surveyed adults in the US find AI chatbots in customer service irritating/time-consuming (CDP)
- Resolution rates for chatbot users differ greatly depending on the issue type ranging from as low as 17% for billing disputes to as high as 58% for returns/cancellations (Gartner)
- 60% of consumers worldwide believe they can distinguish between human customer service and AI chatbots. When it comes to specific markets, 58% of Americans say they’re able to differentiate between human support and chatbots, only 39% of Germans claim the same (YouGov)
03. Consumer Preferences with Chatbots
It’s clear that businesses get a ton of value from chatbots. But are chatbots like phone tree menus ― good for businesses but bad for consumers? Fortunately not.
- Only 9% of consumers think that companies should never use chatbots (Userlike)
- 35% of consumers say that chatbot can solve their problems efficiently most of the time (Ipsos)
- Over 7 in 10 (77%) adults claim that customer service chatbots are frustrating (Ipsos)
- 85% of consumers believe their problems usually need to be solved by human customer support (Ipsos)
- 60% of people still prefer to wait for an agent rather than talk to a chatbot. (Userlike)
04. Chatbot Forecasts & Predictions
What’s the future of chatbots? Well, according to several industry studies and surveys, chatbots appear to be here to say. And, as artificial intelligence improves, many predict that chatbots will begin to replace more customer support reps in the near future.
- Traditional search engine volume is forecasted to drop by 25% by 2026 due to the usage of AI chatbots and other virtual agents (Gartner)
- By 2027, around 25% of organizations are predicted to rely on chatbots as their main customer service channel (Gartner)
- Global retail spending on chatbots is forecasted to hit $72 billion by 2028, up from $12 billion in 2023 (Juniper Research)
