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Chatbot Statistics 2022

This article’s extensive chatbot statistics 2022 reveal how chatbots have become a dominant tool for most organizations, at the height of the ongoing health disaster (Covid 19). Chatbots emerged in 2009 to expand the capabilities of customer support software, but have only recently been widely implemented.

Today, customers demand more; more results instead of interactions, more convenience instead of generalization, faster yet detailed responses, and a satisfying omnichannel experience. Companies are meeting these urgent expectations by relying on speech-based artificial intelligence, specifically chatbots, to provide exceptional customer service. These technologies not only provide real-time assistance to customers, but also reduce wait times and workloads for human agents (Max, 2021).

Chatbot System Usage Statistics

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

  • Chatbots can answer 80% of all basic questions (Outgrow)
  • 60% of people used a chatbot (GetVoip) in the last year.
  • 40% of millennials use chatbot every day (Mobile Marketer).
  • Facebook Messenger has more than 300,000 chatbots (Venture Beat).
  • There has been a 50% increase in chat usage by phone and email since 2012 (Forrester).
  • 33% of customers book a hotel room or restaurant seat through a chatbot (Drift).
  • According to chatbot statistics 2020, the chatbot industry was worth $17.17 billion in 2020 (Landbot, 2021).
  • USA (36%), India (11%). and Germany (4%) are the countries with the highest number of chatbot users (Chatbots Life).

Chatbots by Industry Experts

Chatbot statistics 2022, beyond numbers and percentages, are an important standard for understanding current customer behavior conditions. These statistics can help business leaders consider where to spend their time, effort and money.

  • 77% of executives have already implemented chatbot adoption for after sales and customer support solutions.
  • Almost 6 out of 10 executives said chatbots could improve the way they answer questions from customers by networking with other chatbots and provide customized responses by engaging in more conversations (Accenture).
  • Salesforce chatbot statistics report that 78% of industry experts are investing in new innovations due to COVID-19 (Salesforce).
  • Only 21% of companies said customer service is highly customizable today (Forrester).
  • 89% of companies agree that chatbots are useful for customer experience personalization and automation (Landbot, 2021).
  • 64% of executives say they are hesitant about consumer adoption as a primary factor in not using chatbots (Accenture).

US Industries with Highest Customer Approval of Chatbots

Chatbots and Customer Experience Statistics

Chatbot software stats for 2022 have totally messed up everything we thought was already on track. They also showed what businesses should pay attention to most: Customer experience.

  • 70% of customers point to good chatbot experiences (Forbes).
  • 30% of customers will no longer support a brand and leave permanently because of a bad customer experience (OpenText).
  • People ignore 1 in 5 chatbots (SuperOffice) and don’t respond.
  • 13% of customers have purchased expensive products at least once through a chatbot (Outgrow).
  • 71% of customers will turn to chatbots if it will improve their customer experience (Conversocial).
  • 27% of customers were unsure whether their last customer service interaction was with a chatbot or a real agent (PwC).
  • Chatbots help companies reduce search, chat and email interactions by 70% (Gartner).
  • 66% of Millennials and 58% of Baby Boomers cite 24-hour service as the main advantage of chatbots (Drift).

Chatbots and Real Agent Statistics

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

  • 64% of human agents with AI often solve difficult problems (Salesforce).
  • Announcing an organization’s headcount was the least noted impact of chatbots, more than 1 in 1 (Accenture).
  • 77% of representatives say automating habitual activities helps them pay attention to more challenging tasks (Landbot, 2021).
  • 34% of customers use chatbots to talk to a real representative (Outgrow).
Chatbot Statistics 2022
Chatbot Statistics 2022

Chatbot Statistics 2022

Impact of Chatbots on Businesses

North America is considered the largest chatbot market. Meanwhile, Asia-Pacific is also growing its market quite rapidly due to the investment of many new ventures in the sector.

  • Businesses found a 70% reduction in search, chat and/or email queries 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).
  • The COIN chatbot helped JP Morgan save more than 360,000 hours of labor (The Financial Brand).
  • 53% of companies accept AI as a tool to create a customer-centric culture (CX Network).
  • 90% of businesses resolve complaints faster with chatbots (MIT Technology Review).
  • Businesses increase revenues by 7% to 25% as chatbots are effective at handling neglected shopping cart issues (Chatbots Magazine).
  • Interactions between businesses and customers via Facebook Messenger have a 30% better ROI than redirecting ads (Business Insider).
  • 55% of businesses using chatbots have first-class leads (Outgrow).
  • 39% of businesses make their websites more interactive using chatbots (Outgrow).
  • 25% of businesses, 15% of medium-sized businesses and 16% of small businesses use chatbots (Spiceworks).
  • While 58% of B2B companies use chatbots, 42% of B2C companies use it (Relay).
  • Chatbot statistics 2021 revealed that 2/3 of leading financial services have used chatbots since COVID-19 (Verloop, 2021).
  • 67% of businesses think chatbots will surpass mobile app adoption (Honeybot).
  • 53% of companies’ IT departments trust chatbots the most (Spiceworks).
  • 47% of companies are expected to use chatbots for customer service purposes and 40% for virtual assistant adoption (Verloop, 2021).
  • 64% of companies believe that chatbots will allow them to provide more personalized services for their customers (Statista).
  • 57% of companies believe chatbots can achieve promising results with less effort (Accenture).

What Awaits Chatbots?

  • The peak of the chatbot’s fame was in August 2017. Despite the predictions that it will decrease soon, it did not happen. In contrast, the 2021 chatbot software statistics predict that these tools are expected to expand further now and in the future (Sienkiewicz, 2021).
  • 90% of bank customer interactions through chatbots should be automated by this year (Juniper Research)
  • 53% of service providers will use chatbots within a year, marking an increase of 136% predicting a huge impact of this technology (Salesforce 2).
  • 77% of customers say chatbots will change businesses’ assumptions five years from now (Salesforce).
  • In 2019 AI chatbot statistics, it was noted that $13.9 billion was invested in customer experience-centered AI and $42.7 billion in customer experience-centered Big Data and analytics. Both are expected to reach $90 billion (OpenText) this year.
  • According to chatbot statistics 2022, chatbots will save businesses $8 billion annually (Deloitte).
  • By 2022, 75% to 90% of customer inquiries are expected to be handled by chatbots (Juniper Research).
  • By 2023, around 70% of used chatbots will be retail-based (Juniper Research).
  • By 2023, 30% of customer support firms will implement proactive customer solutions through artificial intelligence (Gartner).
  • It is expected to save 2.5 billion hours for businesses and customers by 2023 (Juniper Research).
  • Banking, retail and healthcare chatbot statistics reveal that chatbots (Juniper Research) will save $11 billion a year by 2023.
  • Chatbot conversion statistics estimate the value of chatbot transactions to be $112 by 2023 (Juniper Research).
  • By 2024, the chatbot industry size is expected to reach $9.4 billion at a CAGR of 29.7% (Business Insider).
  • One-third of AI startup geniuses said chatbots will be the biggest AI user application in the next five years (Emerj).

We have come to the end of our chatbot statistics 2022 article. I hope the chatbot statistics 2022 information in this article was useful.

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