No, ChatGPT did not usher in the age of chatbots. Chances are you have interacted with multiple chatbots in the past month without knowing, and none were based on the buzzing ChatGPT.
If that is challenging to believe, we have something for you.
Dive into these chatbot statistics, facts, and trends to discover how they have evolved, what gems to exploit in the technology, and more.
Top 8 Chatbot Statistics (Editor’s Pick)
- 73% of chatbot conversations in 2022 were at most five messages.
- 53% of chatbot users in 2022 wanted faster replies from the technology.
- 62% of surveyed Gen Zs in 2022 preferred to order food via chatbots.
- 38% of overall chatbot interactions in 2022 were considered negative.
- 22% of surveyed microbusinesses in 2022 already used chatbots.
- 35% of US adults in 2022 were likelier to do business with a brand with a chatbot offering.
- The global chatbot market is expected to hit $4.9 billion by 2032.
- 51% of global chatbot users could not connect to a live agent, even after dealing with a chatbot extensively.
Infographic
<a href="https://vpnalert.com/resources/chatbot-statistics/" target="_blank" data-wpel-link="internal"><img src="https://vpnalert.com/wp-content/uploads/2023/07/top-8-chatbot-statistics.png" alt="Top 8 Chatbot Statistics" width="768" border="0" height="869.76" loading="lazy" fetchpriority="low" srcset="https://vpnalert.com/wp-content/uploads/2023/07/top-8-chatbot-statistics-768x869.png 768w, https://vpnalert.com/wp-content/uploads/2023/07/top-8-chatbot-statistics-265x300.png 265w, https://vpnalert.com/wp-content/uploads/2023/07/top-8-chatbot-statistics-904x1024.png 904w, https://vpnalert.com/wp-content/uploads/2023/07/top-8-chatbot-statistics.png 1200w" sizes="auto"></a>
General Chatbot Statistics
1. Almost 5 in 10 chatbot users in 2021 mistook it for a human customer care agent at some time.
With 47% of respondents engaging with chatbots thinking it was a person, another 11% could not make the distinction.
2. 68% of US survey respondents reported satisfactory treatment from chatbots in 2021.
In fact, 8 in 10 Americans in 2022 would prefer a chatbot if they would get transferred to a live agent faster.
3. As of 2022, US consumers would only wait an average of 13 minutes for a human agent to take over from chatbots.
However, 35% of global consumers would avoid chatbots altogether if they first had a negative experience.
4. Globally, 53% of respondents in 2022 judged a brand by its chatbot experience.
That was why 46% of these respondents would recommend a brand to their family and friends if they got an excellent chatbot experience.
44% considered leaving a positive review for getting a good chatbot service.
5. 30% of surveyed consumers got all their questions answered by a chatbot.
Another 40% of respondents to the 2021 survey got answers to most of their questions.
6. 98% of marketing professionals in 2021 claimed chatbots increased sales for their companies.
This was to ensure a smoother customer journey process.
Over 1 in 4 (26%) of these professionals got increased conversions from chatbots.
7. 9.69% of consumers did not trust chatbots in 2021.
In a multiple-answer survey, another 21.88% of consumers were concerned about their privacy when using chatbots. Thus, 41.56% of the surveyed group preferred to speak with a live chat agent, even with chatbots available.
8. Chatbot usage grew by 10% among B2B professionals between 2020-2021.
35% of 500+ B2B professionals surveyed in 2021 admitted using chatbots the most to communicate with other companies. This was a 10% jump from the 25% of B2B professionals that shared similar thoughts in 2020.
9. Upselling chatbots were engaged the most, by 20% of users, in a 2022 survey.
This trumped AI chatbots in second (19%) and discount chatbots (14%), which rounded up the top three.
| Chatbot Use Case | User Engagement |
|---|---|
| Upselling | 20% |
| AI chats | 19% |
| Discount | 14% |
| Cart abandonment | 11% |
| Ordering phone calls | 11% |
| Lead generation | 10% |
| CSAT Survey | 6% |
| Product recommendation | 4% |
| Exit intent | 1% |
10. 73% of chatbot conversations in 2022 were at most five messages.
Only about 17% consisted of 6-10 messages, while the least amount (10%) was 10+ messages.
Chatbot Usage Statistics
11. 80% of US consumers would use a chatbot if offered the option.
In fact, 40% of these consumers opted to use a chatbot with personalization enabled rather than queue for a human customer service agent in 2021.
12. 18% of consumers engaged with a chatbot in Q1 2022.
Compared to Q1 2020, when the number of similar users was 9%, the 2022 data was a 100% increment.
13. Overall, 33% of 1,000 surveyed US adults in 2022 were "very willing" to use chatbots.
Another 18% were not interested in engaging with chatbots.
Meanwhile, 49% of users were “somewhat likely” to use chatbots.
14. By 2022, 60% of US consumers claimed they could distinguish between a chatbot and a live agent.
That was as 61% of users mentioned it was important for businesses to make it possible to tell the difference.
15. In 2022, 44% of global internet users chose chatbot support when seeking help outside of business hours.
Another 49% only used it when it was the only way to get a response.
16. In a global 2022 survey, 50% of users chose chatbots when they needed a simple reply.
49% said they engaged the chatbot when they could not find help elsewhere on the website.
17. 64% of consumers would ask a chatbot for answers instead of browsing a business's website.
18% of these consumers used chatbots to ask for business hours, 16% wanted to locate a company’s branch closest to them, and 17% sought product information.
The table below shows the chatbot use cases among these 2021 consumers.
| Use Case (Asking for?) | Share of Users |
|---|---|
| Business Hours | 18% |
| Product Information | 17% |
| Nearby Location | 16% |
| Customer Service | 16% |
| Technical Support | 12% |
| A Quote | 11% |
| Personalized Recommendations | 9% |
18. 28.97% of consumers in 2021 were okay with speaking to a chatbot or live agent for simple questions.
But roughly 45% were adamant about speaking with a live agent.
On the upside, 26% preferred to speak exclusively with a chatbot.
19. 53% of chatbot users in 2022 wanted faster replies from the technology.
This group was broken down into 29% who wanted to get help 24/7 from the chatbot and another 24% who wanted a fast reply whenever they engaged it.
20. 17% of surveyed customers in 2022 used chatbots to contact a live agent.
Another 11% used the chatbot rather than the website’s search bar.
21. In 2022, 71% of consumers would rather check their order status via a chatbot than a human agent.
In comparison, 72% of the surveyed consumers chose a human agent over chatbots to lodge a product/service complaint.
| Task | Prefers Humans? | Prefers Chatbots? |
|---|---|---|
| Check order status | 29% | 71% |
| Search products | 33% | 67% |
| Get deals/discounts | 38% | 62% |
| Order food | 41% | 59% |
| Book meetings | 42% | 58% |
| Make payments | 46% | 54% |
| Return products | 54% | 46% |
| Troubleshooting | 60% | 40% |
| Service/product complaints | 72% | 28% |
Chatbot Usage by Age Statistics
22. 20% of Gen Z would be OK starting a customer service experience with a chatbot.
More than twice that number (41%) of US Gen Zs in 2022 would start a customer service journey via phone instead.
23. 4% of baby boomers preferred to initiate interactions with a chatbot to engage with a customer service team.
However, 71% of baby boomers would get on a phone call instead.
24. US millennials would wait for a chatbot to fail about five times before dumping the process.
That was better than Gen Zers (4 fails), Gen Xers (3 fails), and Baby Boomers, who did not tolerate more than two fails.
25. 6 in 10 Gen Zers were frustrated after chatting with customer service representatives in 2022.
Thus, preferring chatbots, especially as 69% of this group tagged themselves as introverts.
26. 62% of surveyed Gen Zs in 2022 preferred to order food via chatbots.
Another 71% of the surveyed group searched for products using a chatbot.
27. 56% of Gen Zs wanted companies to adopt chatbots more in 2022.
When asked, 44% believed chatbots would phase out human support centers.
<a href="https://vpnalert.com/resources/chatbot-statistics/" target="_blank" data-wpel-link="internal"><img src="https://vpnalert.com/wp-content/uploads/2023/07/gen-z-chatbot-preference.png" alt="Chatbot Preference Among Gen Zs" width="768" border="0" height="472.85787583376" loading="lazy" fetchpriority="low" srcset="https://vpnalert.com/wp-content/uploads/2023/07/gen-z-chatbot-preference-768x473.png 768w, https://vpnalert.com/wp-content/uploads/2023/07/gen-z-chatbot-preference-300x185.png 300w, https://vpnalert.com/wp-content/uploads/2023/07/gen-z-chatbot-preference-1024x631.png 1024w, https://vpnalert.com/wp-content/uploads/2023/07/gen-z-chatbot-preference-1536x946.png 1536w, https://vpnalert.com/wp-content/uploads/2023/07/gen-z-chatbot-preference.png 1949w" sizes="auto"></a>
Chatbot Statistics by Demography
28. In 2021, 62% of 1,000 US respondents used chatbots a few times monthly.
However, almost 2 in 3 respondents claimed to have used the same chatbot a few more times monthly.
29. American users would most likely engage with a chatbot between 8 am and 5 pm.
The 2021 data further shows that retail chatbot users were likeliest to engage a chatbot outside working hours (beyond 5 pm) daily.
30. US respondents in 2021 picked chatbots over live agents due to their 24/7 availability.
That was as 53% of customers reported giving up waiting for a live agent after 10 minutes. In the retail industry, 17% of customers gave up waiting in under five minutes, while only 55% hung on till about 10 minutes.
31. 60% of US consumers in 2022 trusted a business more if its live chat transferred them to a live agent seamlessly.
This group also appreciated it better when the chatbot forwarded relevant data to the live agent during the transfer.
32. 65% of surveyed US males wanted transparency on whether they interacted with a chatbot or human agent.
Females were not as concerned, with 57% feeling the same way.
33. In 2022, almost 4 in 10 global respondents were okay with speaking with a chatbot before reaching a live agent.
But fewer users trusted chatbots compared to a live agent when it came to troubleshooting (40%) or lodging complaints (28%).
34. 26% of surveyed United Nations member countries introduced AI chatbots on their official government portals/websites in 2021-2022.
This represented 51 out of the 193 member countries surveyed in the report.
35. 69 United Nations member countries have AI chatbot support on their government portals.
This represented 35.8% of the member countries in 2022.
Likewise, the number shows growth from 14.5% of countries in the same state in 2018 or 30.1% in 2020.
Chatbot User Satisfaction Statistics
36. 32% of US consumers were neutral about their chatbot experiences as of June 2022.
But 21% were not happy at all, while 22% reported being unhappy with the service they got from chatbots.
On the flip side, 11% were “very happy” with the service they got, while 14% reported being just “happy.”
37. 55% of US consumers preferred to use a chatbot rather than wait for an available human agent.
Furthermore, 69% of surveyed respondents in 2021 claimed they would use a chatbot more/all the time if they knew it could solve their issues quicker.
<a href="https://vpnalert.com/resources/chatbot-statistics/" target="_blank" data-wpel-link="internal"><img src="https://vpnalert.com/wp-content/uploads/2023/07/chatbot-vs-live-agent-for-american-consumers.png" alt="Chatbot vs Live Agent Preference for Consumers in the US" width="768" border="0" height="614.80987324883" loading="lazy" fetchpriority="low" srcset="https://vpnalert.com/wp-content/uploads/2023/07/chatbot-vs-live-agent-for-american-consumers-768x615.png 768w, https://vpnalert.com/wp-content/uploads/2023/07/chatbot-vs-live-agent-for-american-consumers-300x240.png 300w, https://vpnalert.com/wp-content/uploads/2023/07/chatbot-vs-live-agent-for-american-consumers-1024x820.png 1024w, https://vpnalert.com/wp-content/uploads/2023/07/chatbot-vs-live-agent-for-american-consumers-1536x1229.png 1500w, https://vpnalert.com/wp-content/uploads/2023/07/chatbot-vs-live-agent-for-american-consumers.png 1499w" sizes="auto"></a>
38. 74% of surveyed global business owners using chatbots in 2022 were satisfied with the technology.
In a survey spanning 774 online brands, only 22% chose to stay on the fence, while 4% claimed unsatisfactory chatbot experiences.
39. 28% of US adults in 2022 were put off by chatbots' inability to understand them properly.
Another 28% cited frustrations at the chatbot’s limitations in transferring them to a live agent.
40. 38% of overall chatbot interactions in 2022 were considered negative.
However, global respondents rated their most recent experience with a chatbot 6.4 on a scale of 10.
41. 50% of surveyed chatbot users in 2022 often left the experience feeling frustrated.
Less than half (48%) of these respondents also reported the chatbots providing irrelevant solutions to their problems.
Chatbot Adoption Statistics
42. 51% of surveyed US consumers in 2022 preferred a chatbot for its ready availability.
Likewise, 41% believed that chatbots could keep their information secure.
43. 79% of US adults did not want AI chatbots used in their mental health care in 2022.
Another 20% did not mind AI chatbot support for mental healthcare, while 1% did not answer.
44. 46% of US adults in 2022 were open to AI chatbots for mental health support for those in therapy.
However, 23% believed that AI chatbots should be available to all mental health patients, regardless of whether they were seeing a therapist.
28% of respondents were totally against the deployment of AI chatbots in either case.
<a href="https://vpnalert.com/resources/chatbot-statistics/" target="_blank" data-wpel-link="internal"><img src="https://vpnalert.com/wp-content/uploads/2023/07/ai-chatbots-preference-us-adults.png" alt="AI Chatbots Preference Among Adults in the US" width="768" border="0" height="552.84943011398" loading="lazy" fetchpriority="low" srcset="https://vpnalert.com/wp-content/uploads/2023/07/ai-chatbots-preference-us-adults-768x553.png 768w, https://vpnalert.com/wp-content/uploads/2023/07/ai-chatbots-preference-us-adults-300x216.png 300w, https://vpnalert.com/wp-content/uploads/2023/07/ai-chatbots-preference-us-adults-1024x737.png 1024w, https://vpnalert.com/wp-content/uploads/2023/07/ai-chatbots-preference-us-adults-1536x1106.png 1536w, https://vpnalert.com/wp-content/uploads/2023/07/ai-chatbots-preference-us-adults.png 1667w" sizes="auto"></a>
45. 36% of American users who had heard about chatbots in 2022 believed they were a minor advancement for mental health support.
Instead, 19% thought they represented a significant advancement, while another 25% did not think they were advancements.
46. 87% of marketing companies without a chatbot in 2021 planned on implementing one soon.
50% of these respondents prepared to launch one by the next full year (2022) or before.
47. 16% of marketers considered a chatbot’s conversational proficiency before choosing it for their business.
That was the most significant consideration in 2021, followed by trainable intelligence, favored by 11% of the surveyed marketers.
Their major deciding factor, in order of preference, is tabled below.
| Top Features | Interested Marketers |
|---|---|
| Conversational Proficiency | 16% |
| Trainable Intelligence | 11% |
| Personalization | 10% |
| Simplicity | 10% |
| Privacy And Security Offerings | 9% |
| Omni-Channel Support | 8% |
| API Extensions | 8% |
| Rich Contextual History | 8% |
| Analytics | 7% |
48. 22% of surveyed microbusinesses in 2022 already used chatbots.
And that was better than 20% of small businesses, 11% of medium businesses, and 12% of big brands already using a chatbot in the same year.
49. As of 2022, 93% of consumers globally had heard about and knew chatbots.
Just slightly less of that (88%) had interacted with a chatbot within the past 12 months of that survey.
Chatbot Revenue & Financials Statistics
50. The North American chatbot market accounted for 41% of global chatbot revenue in 2022.
This was followed by Europe (27.5%) and Asia Pacific (25%) in the top three.
| Region | Share of Revenue |
|---|---|
| North America | 41% |
| Europe | 27.5% |
| Asia Pacific | 25% |
| Latin America | 4% |
| Middle East and Africa | 2.5% |
51. Large enterprises generated 51% of global chatbot revenue in 2022.
This was slightly smaller than the 55.7% share generated by the standalone segment when accounting for chatbot usage by type in 2022.
52. Bot-for-service chatbot applications brought in 36% of the 2022 revenue of $840 million.
Likewise, the marketing segment accounted for 56% of chatbot revenue, making it the largest segment by product.
53. The e-commerce vertical was responsible for 21% of global chatbot market revenue in 2022.
This puts the vertical ahead of second-placed media & entertainment and healthcare, with 19.5% each.
The top five revenue-generating chatbot verticals in 2022 are tabled below.
| Vertical | 2022 Revenue Share |
|---|---|
| E-commerce | 21% |
| Media and Entertainment | 19.5% |
| Healthcare | 19.5% |
| Banking and Finance | 15% |
| Travel & Tourism | 13.8% |
| Retail | 5.7% |
Chatbot for Business Statistics
54. Almost 7 in 10 consumers believed chatbots were helpful in 2021.
In a survey of 1,000 US consumers, 69% got valuable help from a chatbot agent in the past.
55. 70% of financial and consumer service users engaged with a chatbot in 2021.
In comparison, 58% of retail users reported using the same chatbot.
Likewise, banking/consumer service users were likelier to use a chatbot to resolve issues. On the other hand, retail users preferred the technology to track or cancel their orders.
56. In 2021, over 60% of banking services customers would use a chatbot than wait for a customer service agent.
However, chatbots ranked (third) behind live agent and phone call support in most key organizations.
57. 35% of US adults in 2022 were likelier to do business with a brand with a chatbot offering.
Across the board, 4 in 10 Gen Zers, Millennials, and Gen Xers felt the same.
However, only 2 in 10 Baby Boomers cared were influenced by a business having a chatbot offering.
58. 50% of US adults were more willing to use chatbots than other customer service channels in 2022.
That was behind 71% of the same group who would prefer to call and talk to a live person. In the multi-option survey, another 71% of users would chat with a live person first, while 55% preferred to send an email.
59. 20% of US consumers did not mind chatbots popping up, even when they did not need help.
Likewise, 61% of global adults in another study would return to a brand following an excellent chatbot experience.
60. 30% of global consumers would not continue purchasing after a negative chatbot experience.
Another 30% of respondents to this 2022 survey would find a different brand.
61. 93% of marketers in 2021 used chatbots to communicate with customers and prospects.
In an independent study of consumers, 82% had engaged with a chatbot, and 7 in 10 got answers to some or all their questions.
62. 12% of marketing professionals in 2021 dealt with fewer customer support requests by using chatbots.
22% of these professionals recorded a more positive customer experience, 20% got more qualified leads than before, and another 19% reported increased brand loyalty.
<a href="https://vpnalert.com/resources/chatbot-statistics/" target="_blank" data-wpel-link="internal"><img src="https://vpnalert.com/wp-content/uploads/2023/07/marketing-professionals-chatbots.png" alt="Marketing Professionals and Chatbots" width="768" border="0" height="547.91914387634" loading="lazy" fetchpriority="low" srcset="https://vpnalert.com/wp-content/uploads/2023/07/marketing-professionals-chatbots-768x548.png 768w, https://vpnalert.com/wp-content/uploads/2023/07/marketing-professionals-chatbots-300x214.png 300w, https://vpnalert.com/wp-content/uploads/2023/07/marketing-professionals-chatbots-1024x730.png 1024w, https://vpnalert.com/wp-content/uploads/2023/07/marketing-professionals-chatbots-1536x1096.png 1536w, https://vpnalert.com/wp-content/uploads/2023/07/marketing-professionals-chatbots.png 1682w" sizes="auto"></a>
63. 59% of B2B respondents in 2021 expected a response in 5 seconds (maximum) from chatbots.
In contrast, expectations were lowest on email; roughly 15% of respondents expected such immediate responses.
64. 8 in 10 medium businesses without chatbots in 2022 planned to add them.
Small businesses were also excited to add chatbots, coming in at 60%.
However, micro-businesses (43%) had the least new uptake rate, even though they accounted for the most share of businesses already using a chatbot (by business size).
65. In 2022, 26% of surveyed businesses wanted to ensure faster customer replies with chatbots.
Roughly 1 in 5 (20%) of the respondents wanted a chatbot to offer 24/7 customer support, while 18% used them to cut back on answering repetitive questions.
66. 17% of businesses that used chatbots in 2022 wanted to generate more marketing leads.
That said, 8% of the surveyed businesses cared more about limiting cart abandonments (by offering discounts), and 11% hoped to reduce the clutter of customer service emails they received.
Chatbot Forecast Statistics
67. The global chatbot market is expected to hit $4.9 billion by 2032.
This market was worth $0.84 billion in 2022 and is expected to cross the $1 billion mark for the first time in 2023. From 2022, the market will likely develop at a compound annual growth rate (CAGR) of 19.29%.
68. By 2027, the global chatbot market will cross the $2 billion revenue mark for the first time.
The market is projected to reach $2.03 billion in 2027, up from $1.7 billion in 2026.
By 2030, it will reach $3.44 billion to cross the $3 billion mark for the first time.
Chatbot Obstacle and Challenge Statistics
69. Uninitiated chatbot interactions annoyed 53% of US Baby Boomers in 2022.
Only 28% of Gen Xers felt the same, followed by 24% of Millennials being bothered by unsolicited chatbot messages.
70. 71% of Americans who had heard about chatbots did not want them used for their mental health treatment.
However, 19% of those who had heard about it in 2022 thought using chatbots for mental health was a significant healthcare advancement.
71. 66% of chatbot users in 2022 believed the chatbots were unequipped to handle their requests.
Furthermore, 63% of respondents globally claimed that the chatbots lacked enough context to answer their questions.
72. Over 6 in 10 respondents to a 2022 survey felt their chatbot experience lacked personalization.
Another 61% also agreed that the chatbots they interacted with could not understand what they were asking.
73. 60% of global respondents who had used a chatbot in 2022 had to answer it repeatedly on a question.
That led 74% of the same respondents to believe that chatbots were ill-equipped for complex queries.
74. 51% of global chatbot users could not connect to a live agent, even after dealing with a chatbot extensively.
According to the 2022 survey, another 53% of users found it impossible to find a preferred solution using chatbots.
<a href="https://vpnalert.com/resources/chatbot-statistics/" target="_blank" data-wpel-link="internal"><img src="https://vpnalert.com/wp-content/uploads/2023/07/global-chatbot-users.png" alt="Global Chatbot Users" width="768" border="0" height="615.22029372497" loading="lazy" fetchpriority="low" srcset="https://vpnalert.com/wp-content/uploads/2023/07/global-chatbot-users-768x615.png 768w, https://vpnalert.com/wp-content/uploads/2023/07/global-chatbot-users-300x240.png 300w, https://vpnalert.com/wp-content/uploads/2023/07/global-chatbot-users-1024x820.png 1024w, https://vpnalert.com/wp-content/uploads/2023/07/global-chatbot-users-1536x1230.png 1499w, https://vpnalert.com/wp-content/uploads/2023/07/global-chatbot-users.png 1498w" sizes="auto"></a>
75. 71% of consumers in 2022 found alternate ways to contact a business after a chatbot fails.
Still, 30% would tell their family and friends about their poor experience with the affected brand.
76. Only 29% of surveyed consumers in 2021 were comfortable sharing personal data with chatbots.
34% preferred to disclose their names, addresses, email, and other personal details to a live agent instead of a chatbot.
77. 22% of surveyed small businesses in 2022 did not plan on adding a chatbot soon.
In contrast, 17% of big businesses surveyed in the same period felt the same way.
That was still behind the small businesses (18%) who shared the same opinion, but way lesser than medium enterprises (only 9% objection).
Talking Computers, Eh?
There was a time when skepticism abounded about whether chatbots were not simply a buzzword used by people with a customer support team typing fast replies somewhere.
But with the growth of artificial intelligence technology and systems, chatbots are now being seen for what they are. For a full grasp of that, I recommend our in-depth Artificial Intelligence Statistics roundup.
Given how chatbots can help businesses save time, generate more leads, prioritize important user requests, and better manage human support resources, now is the time to adopt them.
- https://go.solvvy.com/rs/733-WJM-922/images/2021%20State%20of%20Chatbots%20Report.pdf
- https://www.precedenceresearch.com/chatbot-market
- https://www.simplr.ai/press-releases/consumer-study-reveals-key-to-successful-chatbot-experiences-an-easy-transfer-to-live-humans
- https://www.pewresearch.org/science/2023/02/22/60-of-americans-would-be-uncomfortable-with-provider-relying-on-ai-in-their-own-health-care/
- https://info.cyara.com/offer-forrester-chatbot-survey
- https://publicadministration.un.org/egovkb/en-us/Reports/UN-E-Government-Survey-2022
- https://insights.botco.ai/free-download-report-the-state-of-chatbots-in-marketing-2022
- https://www.statista.com/statistics/657148/united-states-consumer-satisfaction-with-chatbot-service/
- https://www.drift.com/books-reports/conversational-marketing-trends/
- https://www.tidio.com/blog/chatbot-statistics/
