Key Chatbot Statistics You Should Follow in 2024

9 min read
Jan 11, 2024
the chatbot climbing the stairs on a while and black background

Updated 11.01.2024

The first chatbot (Eliza) dates back to 1966, making it older than the Internet. However, the technology had to wait some time to thrive on a large scale. It was not until 2016 that Facebook allowed developers to place chatbots on Messenger. Brands started to develop their chatbot technology, and customers eagerly tested them to see their capabilities.

Although the interest in chatbots started to subside in 2019, the chatbot industry flourished during the pandemic. Chatbots ended up making huge gains in 2023 with the massive AI boom due to the increasing popularity of ChatGPT.

Source: Google Trends.

Many companies have decided to use AI in their teams to stay afloat. This included chatbots. For example, chatbots could automate as much as 73% of admin tasks in healthcare, according to Zendesk.

Companies have been eager to implement chatbots to deal with regular customer service interactions, improve customer experience, and reduce support costs.

I gathered a few chatbot stats to show how chatbot usage has evolved over the past few years. Let's jump in!

1. Customer preferences

Research shows that customers have already developed a preference for chatbots. Consumers turn to them for various issues or when in a hurry.

They are okay with being served by a chatbot as long as it answers their questions in real time and helps them solve their problem quickly. 

One downside is the waiting time for human agents when chatbots need help. In these cases, customers expect to be quickly placed on a live chat with a human agent who can solve their problems as soon as the bot. However, chatbots are still good enough for many customers:

2. Chatbot usage

Younger generations are interested in chatbot technology. Millennials like to deal with support issues independently, while Gen-Z is happiest coping with issues with short messages that lead to a goal (LiveChat Gen-Z Report).


Chatbots are the ideal solution in both cases.

3. AI chatbot market statistics

The growing popularity of artificial intelligence in many industries, such as banking chatbots, health, or ecommerce, makes AI  chatbots even more desirable. Reduced working hours, a more efficient team, and savings encourage businesses to invest in AI bots.

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4. Social media and messaging

Social media has transformed how people communicate, which has impacted the frequency, timing, and length of their interactions.

People constantly exchange messages with their friends and family members, and this communication trend has extended to how they interact with businesses.

As a result, brands are facing new challenges in terms of communication. However, chatbots have emerged as a solution to help businesses navigate this changing area, especially as new communication channels continue to emerge.


5. Benefits for business

Customer support bots

There are over 2 billion digital buyers worldwide. Given the current trends that intensified during the pandemic and after the excellent craze for AI, there will be only more customers who require support in the future. 

Therefore, customer service bots are a reasonable solution for brands that wish to scale or improve customer service without increasing costs and the employee headcount.

Chatbot industry for marketing

Recent advancements in chatbot technology and machine learning have enabled chatbots to provide a more personalized customer experience.

Apart from offering personalized support at scale, businesses increasingly use chatbots to promote their products and services, generate leads, and increase website engagement.

Chatbot technology in sales

Customers use multiple channels to search for products. As a result, businesses that offer a more significant number of touchpoints increase the likelihood that customers will come across their products and choose them.

However, managing effective customer service across multiple selling channels is becoming increasingly challenging due to consumers' reduced patience. Customers expect brands to respond to their sales inquiries instantly; chatbots and virtual assistants can help achieve this goal.

6. Voice

When discussing chatbot statistics, it's essential to acknowledge the growth of voice technology. Although it may not be as commonly used in customer support and marketing operations as chatbots, it is still advancing in its own right.

Brands like Google and Amazon are leading the way in making voice technology more personalized and user-friendly.


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Choose the best chatbot tool for your business in 2024

Chatbots have become an integral part of our daily lives, and their usage will only increase with time. They help us shop, answer our queries, and conveniently provide customers with relevant information. 

Investing in a good tool for your business will improve customer satisfaction and help it thrive in 2024.

ChatBot is an AI-powered tool that enables you to provide continuous customer support. It scans your website, help center, or other designated resource to deliver quick and precise AI-generated answers to customer queries. With ChatBot, you don't need any coding skills to get started. Help your business grow with the best chatbot app, and sign up for the free 14-day trial now.