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.
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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:
- 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 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)
- 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)
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.
- 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)
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