Chatbot and AI assistants: statistics you can trust for 2023

Chatbot and AI assistants: statistics you can trust for 2023

Customer-facing technology has evolved considerably, even in the last 12 months. Existing chatbots are being displaced by more advanced AI assistants that can help you cut costs, deal with staff shortages, improve efficiencies, automate sales and marketing, cut call volumes, and so much more.

If you’re thinking about how you’ll take advantage of AI in 2023, have a look at these essential chatbot stats that can help build your business case. We’ve only used trusted sources and made sure all data is post-covid so you can use them with confidence. See predictions for the future of chatbots and recognise the commercial impact of using AI.

  • “High-performing service organisations are 2.1 times more likely than underperformers to be using AI chatbots” – Salesforce
  • More than 70% of product leaders planned “to invest in conversational artificial intelligence” – Gartner
  • By 2022, it was already “the rule, not the exception” to find success with AI” – PWC
  • “99% of respondents said their conversational marketing solution was valuable to highly valuable — with 62% finding it is highly valuable” – Drift
  • London Borough Council, Barking and Dagenham, achieved 533% ROI just six months after launching their multi-department AI assistant – EBI.AI

How covid changed the world and accelerated chatbot usage

You already know use of chatbots exploded after the pandemic, which is why all our stats are from 2020 onwards. If you’re looking at older information, it might tell a story, but it doesn’t help you make your next crucial decision. Enterprises have been forced to find new ways to communicate with and support their customers and we all now live in a new AI-powered world.

  • 86% of business leaders said companies had “accelerated their AI adoption plans because of the Covid crisis” and AI was becoming a “mainstream technology” – PWC
  • “82% of consumers are more comfortable with digital messaging as a result of the pandemic” – CCW Digital
  • “Overall consumer chatbot usage has doubled since 2020” – Simplr

What does all this mean for your business in 2023?

  • Consumer retail spend via chatbots worldwide is predicted to reach $142 billion by the end of this year (incredibly, that’s an increase of $139.2 billion in only 4 years) – 365 Retail
  • In 2019, there were less than 3 billion interactions with retail AI chatbots. It’s now estimated at 22 billion – Juniper Research
  • Retail sales from chatbot-based interactions were $7.3 billion in 2019 and it’s predicted this will reach $112 billion in 2023, representing an annual growth rate of 98% – Juniper Research
  • We know from our own experience there’s high demand for a 24-hour service. 35% of the customer requests our AI assistants deal with come in when customer contact centres are closed – EBI.AI

Our AI assistants have already helped deliver millions of accurate conversations helping customers just like yours tackle the backlog of calls and messages so your teams can focus on more rewarding or profitable tasks to help grow your business.

Now you have these up-to-the-minute stats at your fingertips, you can see why people in customer service want to move quickly on using AI to help solve their problems.

The good news is it takes on average just 15 minutes to launch an AI assistant on our platform 🙌

What are you waiting for?