Chatbots

Chatbot Trends And Stats In 2019

Agnieszka Sienkiewicz
Updated

At Tidio, we believe in data-driven decisions, and understanding customers’ expectations and their needs is critical to consider when planning for growth. 

Growing a business means, among many others, making decisions about improving and expanding your customer service. 

Since chatbots are on the continuous rise and are becoming a more and more common element of customer service strategy, we ran a survey to see what the state of chatbots look like in 2019?. We were curious to see if we can observe any patterns in customers’ preference in case of interaction with chatbots.

  1. Customer experience expectations and the attitude toward chatbots: general conclusions across all age groups
    1. Online shoppers 18-60+ years old 
  2. How does age affect customer experience expectations and the attitude toward chatbots?
    1. Online shoppers 18-29 years old
    2. Online shoppers 30-44 years old
    3. Online shoppers 45-60 years old
  3. How does gender affect customer experience expectations and the attitude toward chatbots? 
    1. Female online shoppers
    2. Male online shoppers
  4. Does Android/iOS preference affect customer experience expectations and the attitude toward chatbots?
    1. Android users
    2. iOS users
  5. Statistics from other sources

The respondents to our survey were online buyers from the United States. We considered their age, gender, and devices they use for e-shopping. The questions focused on customers’ communication channels preference and their attitude toward automated assistance. We were interested in finding out if digital buyers would use chatbots in varying scenarios. Each respondent could select more than one answer to survey questions.

Communication channel among online buyers

For your convenience, the most valuable data facts which we have discovered are boldfaced. We also included an appendix with selected chatbot statistics from quality sources. Not only can you check out our survey results, but also compare it to other research to get a more complete picture of current chatbot trends.

Customer Experience Expectations And The Attitude Toward Chatbots: General Conclusions Across All Age Groups

Customer experience expectations about chatbot

All Respondents: Online Shoppers 18-60 Years Old From The Us

(respondents could select more than one option)

  • 43.18% declare that online chat or chatbot are their preferred channel of communication when buying online
  • 39.61% declare that email is their preferred channel of communication when buying online
  • 41.88% seek assistance when buying online because they can’t find answers to simple questions
  • 23.05% seek assistance when a website is hard to navigate and they can’t find the information they look for
  • 31.49% would use chatbots to get detailed answers or explanations about product or service
  • 28.90% would use chatbots to resolve a complaint or problem
  • 59.42% would expect 24/7 service 
  • 51.95% would expect a chatbot to deliver an instant response to their question
  • 51.95% would expect helpful answers to their simple questions
Preffered chanel of communication in 2019

How Does Age Affect Customer Experience Expectations And The Attitude Toward Chatbots?

Respondents: Online Shoppers 18-29 Years Old From The Us

(respondents could select more than one option)

  • 44.23% declare that online chat or chatbot is their preferred channel of communication when buying online
  • 40.38% declare that email is their preferred channel of communication when buying online
  • 39.42% seek assistance when buying online because they can’t find answers to simple questions
  • 25.96% seek assistance when a website is hard to navigate and they can’t find the information they look for
  • 34.62% would use chatbots to get detailed answers or explanations about product or service
  • 28.85% would use chatbots to resolve a complaint or problem
  • 57.69% would expect 24/7 service 
  • 52.88% would expect helpful answers to their simple questions
  • 48.08% would expect instant responses to their questions

Respondents: Online Shoppers 30-44 Years Old From The Us

(respondents could select more than one option)

  • 49.30% declare that online chat or chatbot is their preferred channel of communication when buying online
  • 49.30% declare that email is their preferred channel of communication when buying online
  • 43.66% seek assistance when buying online because they can’t find answers to simple questions
  • 23.94% seek assistance when a website is hard to navigate and they can’t find the information they look for
  • 33.80% would use chatbots to resolve a complaint 
  • 33.80% would use chatbots to get detailed answers or explanations about product or service
  • 23.94% would use chatbots to make a reservation (e.g. at a restaurant or a hotel)
  • 69.01% would expect 24/7 service 
  • 54.93% would expect helpful answers to their simple questions
  • 54.93% would expect easy communication
chatbot conversation flow

Respondents: Online Shoppers 45-60 Years Old From The Us

(respondents could select more than one option)

  • 44.0% declare that online chat or chatbot is their preferred channel of communication when buying online
  • 37.0% declare that email is their preferred channel of communication when buying online
  • 41.0% seek assistance when buying online because they can’t find answers to simple questions
  • 23.0% seek assistance when a website is hard to navigate and they can’t find the information they look for
  • 27.0% would use chatbots to get detailed answers or explanations about product or service
  • 24% would use chatbots to resolve a complaint or problem
  • 59.0% would expect 24/7 service 
  • 57.0% would expect instant responses to their questions
chatbot statistic about detailed answers

As the survey shows, most users – regardless of their age – would use live chat and chatbots as part of their online shopping experience. The survey also indicates that the older e-shoppers are, the more they prefer traditional customer service. However, the inclination toward live chat and chatbots is strong in all age groups, proving that customers are becoming more accustomed to being served by an automated conversation agent. 

The main driving force behind the change could be attributed to customers’ expectations: in the ever changing and fast-paced world, customers expect 24/7 customer service, and have their queries processed with no wait time. In recent years, chatbot online support has significantly gained popularity.

59.42% of consumers would expect chatbots to deliver 24/7 service, while 51.95% would expect their queries to be processed instantly.

How Does Gender Affect Customer Experience Expectations And The Attitude Toward Chatbots?

Female Online Shoppers From All Age Groups

  • 48.78% declare that online chat or chatbot is their preferred channel of communication when buying online
  • 37.80% declare that email is their preferred channel of communication when buying online
  • 36.59% seek assistance when buying online because they can’t find answers to simple questions 
  • 27.44% seek assistance when a website is hard to navigate and they can’t find the information they look for
  • 35.37% would use chatbots to get detailed answers or explanations about product or service
  • 34.76% would use chatbots to resolve a complaint or problem
  • 62.20% would expect 24/7 service 
  • 54.27% would expect helpful answers to their simple questions
  • 54.27% would expect instant responses to their questions

48.78 % of female respondents declare that online chat or chatbot is their preferred channel of communication when buying online vs 36.81% of male respondents.

which gender use chatbots more frequently

Male Online Shoppers From All Age Groups

  • 41.67% declare that email is their preferred channel of communication when buying online
  • 36.81% declare that online chat or chatbot is their preferred channel of communication when buying online
  • 47.92% seek assistance when they can’t find answers to simple questions
  • 18.06% seek assistance when a website is hard to navigate and they can’t find the information they look for
  • 27.08% would use chatbots to get detailed answers or explanations about product or service
  • 22.22% would use chatbots to resolve a complaint or problem
  • 56.25% would expect 24/7 service 
  • 49.31% would expect helpful answers to their simple questions
  • 49.31% would expect instant responses to their questions

47.92% of male respondents declare the main reason for seeking assistance online is because they can’t find an answer for simple question vs 36.59% of female respondents.

Does Android/ios Preference Affect Customer Experience Expectations And The Attitude Toward Chatbots?

Android users

  • 47.66% declare that online chat or chatbot is their preferred channel of communication when buying online
  • 41.41% declare that email is their preferred channel of communication when buying online
  • 44.53% seek assistance when they can’t find answers to simple questions
  • 23.44% seek assistance when a website is hard to navigate and they can’t find the information they look for
  • 32.81% would use chatbots to get detailed answers or explanations about product or service
  • 30.47% would use chatbots to resolve a complaint or problem
  • 63.28% would expect 24/7 service 
  • 57.03% would expect instant responses to their questions

iOS users

  • 41.91% declare that online chat or chatbot is their preferred channel of communication when buying online
  • 39.71% declare that email is their preferred channel of communication when buying online
  • 38.24% seek assistance when they can’t find answers to simple questions
  • 23.53% seek assistance when a website is hard to navigate and they can’t find the information they look for
  • 27.94% would use chatbots to resolve a complaint or a problem
  • 27.94% would use chatbots to get detailed answers or explanations about product or service 
  • 22.06% would use chatbots to make a reservation (e.g. at a restaurant or a hotel)
  • 55.15% would expect 24/7 service 
  • 47.79% would expect instant responses to their questions
chatbot preferences by mobile

Statistics From Other Sources

  • 57% of UK consumers know what a chatbot is (ubisend, 2017)
  • 27% of consumers worldwide are very interested in artificial intelligence based tools (HubSpot, 2017)
  • 27% of consumers predict they would buy a basic item through a chatbot (Drift, 2018)
  • 48% of consumers would rather connect with a company via live chat than any other means of contact (HubSpot, 2017)
  • 35% of consumers want to see more companies using chatbots (ubisend, 2017)
  • 57% of consumers are interested in chatbots for their instantaneity (HubSpot, 2017)
  • 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 (HubSpot, 2017)
  • 55% of consumers are interested in interacting with a business using messaging apps to solve a problem (HubSpot, 2017)
  • 21% of consumers see chatbots as the easiest way to contact a business (ubisend, 2017)
  • 95% of consumers believe ‘customer service’ is going to be the major beneficiary of chatbots (Mindbrowser, 2017)
  • 15% of consumers have communicated with a business via a chatbot in the last 12 months (Drift, 2018)
  • 48% of consumers prefer a chatbot that solves issues over a chatbot that has personality (Business Insider, 2017)
  • 16% of US adults own a smart speaker like Amazon Alexa (Edison, 2018)
  • 15% of US consumers believe nothing could stop them from using a chatbot (Convince and convert, 2018)
  • By 2020 natural-language generation and artificial intelligence will be a standard feature of 90% of modern BI platforms (Gartner, 2017)
  • 80% of businesses want chatbots by 2020 (Oracle, 2016)
  • 63% of people would consider messaging an online chatbot to communicate with a business or brand (Mindshare, 2016)
  • By 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development (Gartner, 2017)
  • By 2021 “conversational AI-first” will be adopted by the majority of enterprise IT organizations as the most important new platform paradigm (Gartner, 2016)
  • Chatbots expected to cut business costs by $ 8,000,000,000 by 2022 (Juniper Research, 2017)

Our survey results, as well as the statistics and predictions from other sources quoted above, show that we are at the intersection of two paradigms of customer service. 

One the one hand, as chatbots become more popular and advanced, they gradually take over some of the responsibilities of human customer support operators, thus displacing the possibility of human contact the older generations are used to.

On the other hand, online shoppers have been getting more and more comfortable with using chatbots. Older customers, as well as digital natives, expressed interest in interacting with chatbots in order to complete their shopping journey.

One of the most important discoveries is that customers choose messaging apps and live chat widgets – operated be either people or chatbots – over email or phone support. Tidio, as a tool which combines both solutions, is perfect to fulfill the needs of contemporary online business owners and customers and bridge the communication gap between them.

Agnieszka Sienkiewicz

Agnieszka is a Content Writer at Tidio. She loves running-cycling-swimming, sci-fi movies, and novels. In spare time, she follows the latest news about AI-related stuff.

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