The use of chatbots in the customer service industry is growing. According to estimates, more than 67% of consumers worldwide have used a chatbot for customer support in the past year, and around 85% of all customer interactions will be handled without a human agent by 2020.
40% of consumers do not care whether a chatbot or a real human helps them as long as they are getting the help they need. Chatbots can save up to 30% in customer support costs and can help businesses save on customer service costs by speeding up response times and answering up to 80% of routine questions. Check out our infographic on chatbots in customer service industry for latest statistics and trends.
Infographic by Invesp Landing Page Optimization Company
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34% of executives say the time they freed up using chatbots allows them to focus on deep thinking and creating
40% of consumers don’t care whether a chatbot or a person answers their customer service questions
Top benefits of Chatbots according to customers
| Benefits | %age |
| 24-hour service | 64% |
| Getting an instant response | 55% |
| Getting answers to simple questions | 55% |
| Easy communication | 51% |
| Friendliness and approachability | 32% |
Top Ways Consumers Are Using Chatbots
| How consumers are using Chatbots | %age |
| Getting a quick answer in an emergency | 37% |
| Resolving a complaint or problem | 35% |
| Getting Detailed answers | 35% |
| Finding a human customer service | 34% |
| Making a reservation | 33% |
| Paying a bill | 29% |
| Buying a basic item | 27% |
| Getting ideas for purchases | 22% |
| Others | 14% |
Acceptance of artificial intelligence chatbots by customer (by Industry)
| Industry | %age |
| Online Retail | 34% |
| Healthcare | 27% |
| Telecommunications | 25% |
| Banking | 20% |
| Financial Advice | 20% |
| Insurance | 15% |
| Government | 10% |
