Socializing with AI – Chatbot Stats 2018

Digital conversations and real-time messaging market is on the rise – take a closer look at some of the latest statistics

Digital conversations and real-time messaging have changed the way customers interact with brands, thanks to the synergy of human interaction and artificial intelligence. Bots have become one of the most used technologies when it comes to messagingtext and speech, used both on websites and apps. We have gathered some of the latest data that show their impact on the digital market and why companies turn to chatbots to improve their customer’s experience.

To start understanding the value of bots its enough to see the latest data released by Facebook[1]:

  • 2 billion messages are sent between people and businesses monthly
  • 56% of people would rather message than call customer service
  • 53% of people are more likely to shop with businesses they can message

These numbers clearly show that business need to leverage chatbots to improve their customer communication, not only to improve sales, but also brand awareness and loyalty.

The State of Conversational Marketing report by Drift also brings an interesting numbers: people from all 195 countries are using online chat to start conversations on business websites. The surveyed segment belongs to companies of every size and sector, as well as key decision-makers: 41% of people starting online chat conversations with businesses are executives.[2]

When it comes to the market impact, the global chatbot market is expected to reach $1.25 billion by 2025, growing at a CAGR of 24.3%, according to a new report by Grand View Research, Inc. It is worth noticing that this growth will be driven by the increasing adoption of customer service activities among enterprises in order to reduce operating costs.

This brings us to the questions why do online users prefer chatbots? The answer is very intuitive if we look at the main problems users have with traditional online experience. As most frustrating experience users indicate websites that are hard to navigate, the impossibility to find answers to simple questions and the difficulty to find quickly the desired service[3].

The information exchange in the modern world has become so fast, that users are starting to demand a real-time and seamless information, and they are ready to abandon the brand completely and turn to the competitor, if their request is not answered immediately. This is why chatbots work both ways: they help customers receive the necessary information on demand, but at the same time they allow brands to reach out to their customers and anticipate their needs.

As an interactive and informal way to engage with brands chatbots have a great potential for becoming a preferred digital communication channel in the next few years.

If you want to know more about the evolution and the future of Instant messaging check out our article Chatbots and the Future of Instant Messaging: “Be where your customers are”.






[2] 2018 State of Chatbots Report

[3] Idem.