The Future of Chatbots: Top statistics to look out for in 2021

Customer And Employee Challenges

  • 33% are most frustrated by having to repeat themselves to multiple support reps. (HubSpot Research)
  • 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. (Zendesk)
  • 30% of customers will leave a brand and never come back because of a bad experience. (IDC)
  • The average business worker uses 4 different applications for daily work.
  • Employees spend over 3 hours a day on easily automatable tasks. (Business Standard)
  • 70 to 80 percent of business intelligence initiatives end up failing due to bad user experience. (Gartner)
  • In a survey, 99% of the respondents said it is valuable for employees to easily find HR information, such as maternity leave or other company policies. (ServiceNow HR Tech Conference and Expo)

Chatbot Adoption Statistics:

  • 3 in 5 millennials have used chatbots at least once in their lives. (Outgrow)
  • There are more than 300,000 active bots on Messenger. (Review42)
  • About 7 billion conversations take place on Facebook Messenger every day. Messages are opened more often than emails, with a 30–40 percent CTR. (G2 Learn Hub)
  • Teams that use chatbots to automate conversations are 27% more likely to meet rising customer expectations than those that don’t. (Tech Republic)

Customer Service Chatbot Statistics:

  • By 2023, 30% of customer service organizations will deliver proactive customer services by using AI-enabled process orchestration and continuous intelligence. (Gartner)
  • By 2025, proactive customer engagement interactions will outnumber reactive customer engagement interactions. (Gartner)
  • By 2023, more than 60% of all customer service engagements will be delivered via digital and web-serve channels, up from 23% in 2019. (Gartner)
  • By 2025, customer service organizations will elevate operational efficiency by 25% by embedding AI in their multichannel customer engagement platforms. (Gartner)
  • Chatbot conversations will deliver $8 billion in cost savings by 2022. (Juniper Research)
  • By 2023, 25% of the customer interactions will be via voice. (Gartner)

Employee Chatbot Statistics:

  • In 2021, artificial intelligence will recover 6.2 billion hours of worker productivity globally. (Gartner)
  • By 2022, 70% of white-collar workers will interact with conversational platforms on a daily basis. (Gartner)
  • Support leaders whose teams use chatbots are 60% more likely to report an improvement in resolution times and 30% more likely to report an increase in customer satisfaction than those who do not. (Tech Republic)
  • Organizations are increasingly using RPA chatbots to automate diverse, repeatable tasks and back-office operations in HR, IT, etc. RPA software spending will total $2.4 billion in 2022. (Gartner)
  • 92% of HR teams agree that chatbots will be important in directing employees toward finding the information they need in the future. (ServiceNow HR Tech Conference and Expo)
  • 90% of businesses report faster complaint resolution with chatbots. (MIT)

Chatbot Market Statistics: Outlook In 2021 And Beyond

  • The global chatbot market in BFSI is projected to reach $2,186 million by 2024, growing at a CAGR of 29.7% from 2018 to 2024. (Allied Market Research)
  • The operational cost savings from using chatbots in banking will reach $7.3 billion globally by 2023, up from an estimated $209 million in 2019, representing a whopping 862 million hours of time saved for banks. (Juniper Research)
  • The retail sector will gain the most from chatbot technology. By 2023, 70% of chatbots accessed will be retail-based. (Juniper Research)
  • The smart speaker market segment will grow at a CAGR of 40.3% until 2027. (Allied Market Research)
  • Voice shopping is estimated to hit $40+ billion across the U.S. and U.K. by 2022. (Tech Crunch)
  • By 2021, early adopters of the technology who have redesigned their websites to support voice search capability will increase revenue by 30%.
  • By 2024, consumer retail spend via chatbots worldwide will reach $142 billion — up from just $2.8 billion in 2019. (Insider Intelligence)
  • The Healthcare chatbots market is poised to value over $340 million by 2027 end with a CAGR of over 20.5% during the forecast period 2020 to 2027. (Future Wise)
  • AI may automate more than 100,000 supportive roles in the legal sector within the next two decades. (Deloitte)
  • 85% of travelers book travel activities via mobile. (Hotel Tech)
  • 87% of users would interact with a travel chatbot if it could save them both time and money. (Hospitality Technology)

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