The first chatbot (Eliza) dates to 1966, which makes it older than the Internet. 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 about what they could bring about.

Let’s jump in and learn about the key chatbot statistics of 2020!

chatbot development

Consumer preferences

Research shows that customers have already acquired their preferences for chatbots. Customers eagerly turn to them for handling minor issues.

  • Compared to 2018, in 2019, twice as many consumers were willing to engage with chatbots because they were “accommodating.”
  • 69% of consumers prefer to use chatbots because they deliver quick answers to simple questions.
  • 40% of buyers don’t care if they are served by a bot or a human agent, as long as they get the support they need.
  • 48% of users prefer to interact with a chatbot that solves issues over a chatbot that has a personality.
  • 64% of consumers claim that 24⁄7 service is the most useful chatbot functionality.
  • 23% of consumers still prefer to have a face-to-face interaction when the complexity of the issue increases, such as with payment disputes or complaints.

ChatBot usage & stats

Chatbots are very popular among younger generations. Millennials like to handle maintenance issues on their own, and chatbots turn out to be an excellent solution.

  • 60% of millennials say they have used chatbots. 70% of them say they had a positive experience.
  • Virtual customer assistants help organizations reduce by 70% call, chat and email inquiries.
  • 57% of executives said that chatbots bring significant ROI with minimal effort.
  • 90% of businesses report recording substantial improvements in the speed of complaint resolution.
  • Giants such as LinkedIn, Starbucks, British Airways, and eBay announced their use of chatbots in 2020.
  • 23% of customer service organizations are using AI chatbots.

Social media and messaging apps

Social media transformed the way people interact, affecting the incidence, time and duration of communications. People exchange messages with friends and family members, non-stop.

  • 55% of consumers are willing to interact with a business via messaging apps to solve a problem.
  • Messaging apps are used by 5 billion users monthly.
  • Conversations between brands and customers via Messenger have a 30% better ROI than retargeting ads.
  • 74% of Millennials say that their perception of a brand improves if the company responds to their social media inquiries.

Customer service

It’s estimated that there are over 2 billion digital buyers worldwide. Given popular trends, there will be only more consumers in the future that require support.

  • Businesses spend over $1.3 trillion per year to address customer requests. Chatbots could help to reduce that cost by 30%.
  • 64% of customer support agents who utilize AI chatbots can spend most of their time solving difficult cases.
  • In 2019, the average queue waiting time was 4min 17 sec. Chatbots could shorten that time helping companies to increase customer satisfaction.
  • 67% of consumers have used social media, live chat or texting to contact customer service.


While talking about chatbots, it’s impossible not to consider voice technology. Although it’s not as successful in customer support and marketing operations as chatbots, voice technology is developing in its way.

  • 20% of searches in the Google App are now done by voice.
  • 71% of consumers are satisfied with the voice assistants in their mobile devices.
  • The most popular voice searches on smart speakers are asking for music (70%), the weather forecast (64%), fun questions (53%), online search (47%), news (46%), and asking directions (34%).

Chatbot& AI predictions

chatbot development

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

  • Up to 73% of healthcare admin tasks could be automated by artificial intelligence.
  • By 2023 chatbots are going to save banking, healthcare and retail sectors up to $11 billion annually.
  • Over 50% of enterprise companies are predicted to spend more money on chatbot development than on mobile apps creations by 2021.
  • 70% of consumers will replace their visits to brick and mortar shops or banks with their voice assistants over the next three years.

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