Header for Key Chatbot Statistics You Should Follow in 2020

Marketing  |  7 MIN READ

Key Chatbot Statistics You Should Follow in 2020

The first chatbot (Eliza) dates to 1966, which makes it older than the Internet. Yet the technology had to wait a bit to flourish at scale. It was not until 2016 that Facebook allowed developers to place chatbots on Messenger. Then the chatbot buzz began. Brands started to develop their AI chatbots, and customers were eagerly testing them curious what they could bring about. However, the data shows that the chatbot buzz has subsided a bit. Plenty of brands incorporated chatbots into their services to balance support operations and lower their costs. It seems that over the past few years, customers have got used to chatbots.

Below I gathered a couple of facts and numbers that show how the chatbot usage evolved in the past few years and statistics worth watching in 2020. Let’s jump in!

1. Consumer preferences

Research shows that customers have already developed their preferences for chatbots. Consumers eagerly turn to them for handling minor issues. They don’t mind if they are served by a chatbot as long as they can quickly solve their problems.

2. ChatBot usage & stats

Chatbots are especially popular among younger generations. Millennials like to handle support issues on their own, and chatbots turn out to be the perfect solution. More and more companies, including market leaders such as LinkedIn and Starbucks, are incorporating smart assistants into their customer support strategy.

3. Social media and messaging apps

Social media changed the way people communicate, influencing the frequency, time and duration of interactions. People exchange messages with friends and family members non-stop. Their new communication habits translate into new ways in which they reach out to businesses. That shift became a real challenge for brands, and chatbots help face it.

4. Customer service

It’s estimated that there are over 2 billion digital buyers worldwide. Given current trends, there will be only more customers in the future that require support. So chatbots seem to be a reasonable solution for brands that wish to scale their customer services without much of a cost increase.

5. Voice

While talking about chatbots, it’s impossible not to mention voice technology. Although it’s not as popular in customer support and marketing operations as chatbots, voice technology is developing in its own way. Brands such as Google and Amazon fuel the voice trend by creating more personalized and approachable interfaces, and many others follow in their footsteps so as to not fall behind.

6. Chatbot & AI predictions

Chatbots have become well established in customer communication, though companies are still learning how to make the most of them. More and more businesses are going to invest in chatbots and reap the benefits in the future.

Hungry for more data?

If you are interested in more statistics concerning chatbots and customer service, check out the Interactive 2020 Customer Service Report. It gives you insight into the state of customer service and chatbots and lets you filter the results to certain industries.

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