Are chatbots and voice assistants really as promising as everybody claims? To find an answer to this question, it is worth taking a look at the current chatbot statistics.
The following article summarises the most important findings.
User perspective on chatbots and voice assistants
Which tasks are chatbots able to fulfil? And which tasks would users like chatbots and voice assistants to take over?
A variety of studies have already dealt with such questions:
- Consumers interviewed for the Drift-Report named the following benefits: 24-hour service (64%), direct responses (55%), answers to simple questions (55%). (The 2018 State of Chatbot Reports by Drift – 2018)
- The Retail, food and banking industries are the most popular use cases for voice assistants: 35% of users have already purchased products such as food or clothing with the help of a voice assistant, 56% are interested in ordering at a restaurant with the help of a voice assistant. 44% would like to use voice assistants to make bank transfers. (Conversational Commerce by Capgemini Report – 2018)
- Users who have used voice assistants regularly or at least a few times are very satisfied with it: satisfaction with money transactions (87%), with food orders (87%), product purchases (86%), taxi orders (83%). (Conversational Commerce of Capgemini Report – 2018)
- The most common activities where smart speakers are used: playing music (about 82%), shopping (about 54%), home automation (about 35%) Understanding the Profile of a Voice Native & Intelligent Assistant Adoption by CapTech Consulting – 2018)
- The study conducted by Invoca deals with the use of voice assistants for online shopping: 73% of respondents who own a voice assistant have already used it to buy something. 39% of respondents say interacting with a bot has influenced their buying decision over the past month. (The Rise of Voice by Invoca – 2017)
- In 2017, 20 % of the searches were conducted via voice assistants. By 2020 the usage is expected to increase up to 50 %. (The Rise of Voice by Invoca – 2017)
- 89% of the interviewed users talk to their voice assistant every day; 33% more than 5 times a day. (The Rise of Voice by Invoca – 2017)
Chatbots and voice assistants compared to other tools
Are chatbots accepted? Which communication tool do users prefer? There are several studies that have analyzed the preferred communication tools.
- Only 43% of consumers said they would prefer to communicate with a human. 34% said they would use a bot to connect with a human employee. Thus, the general willingness is there and a combination of the two options is conceivable. (The 2018 State of Chatbot Reports by Drift – 2018)
- 89% would use online search if the voice assistant isn’t able to help them. (The Rise of Voice by Invoca – 2017)
- Consumers would prefer a voice assistant to a website or app because it is more convenient (52%); it allows them to multitask and do things without using their hands (48%); it helps them to make recurring purchases (41%). (Conversational Commerce by Capgemini Report – 2018)
- 27% of consumers were not sure if they had talked to a human or a bot during their last contact with customer service. (Bot.Me: A revolutionary partnership of PwC – 2017)
Chatbots and voice assistants in business
Besides the most important findings from a customer point of view, it is crucial to take a closer look at the use cases for companies as well.
- In companies, digital assistants are most likely to take over easy recurring tasks: office work (82%), scheduling (79%) and time tracking (78%). (Bot.Me: A revolutionary partnership of PwC – 2017)
- These industries will benefit the most from chatbots: e-commerce (90%), insurance (about 75%) & healthcare (about 73%). (Chatbot Survey 2017 by Mindbrowser)
- These business units will benefit the most from chatbots: customer service (approximately 95%), sales/marketing (55%), order processing (48%). (Chatbot Survey 2017 by Mindbrowser)
- Gartner identified customer service as one of the most important use cases: By 2020, chatbots should take over 85% of customer service interactions. (Top 10 Strategic Predictions by Gartner – 2017)
- Chatbots will lead to cost savings of over $ 8 billion by 2020, primarily in banking & healthcare. (Chatbots, a Game Changer for Banking & Healthcare von Juniper Research – 2017)
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- Most of all, AI chatbots are accepted in the following industries: online retail (34%), healthcare (27%), telecommunications (25%) (AI chatbot acceptance by Statista – 2017)
- 67% of companies believe that chatbots will outperform apps within the next five years. (Chatbot Survey 2017 by Mindbrowser – 2017)
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