Messenger Bot Statistics

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Chatbots are transforming the way people receive information. The reason being is that chatbots are taking over social media networks, which is the best place to reach a large audience. Facebook Messenger has 1 billion active users. If you were to target just 100 million of those 1 billion users, your brand could reach one-third of the Earth’s population – without having to directly market to them.

Chatbots are also creating a change in the workplace because they allow businesses to automate certain processes that would normally take much longer when working with employees or other third parties. For example, when people travel abroad, it is often difficult to find someone who can help translate written information. Chatbots are able to bridge the gap between written and verbal languages.

With the recent advancements, chatbots are becoming very trustworthy sources of information because people can ask questions and receive a response based on factual data instead of opinionated responses. No one likes talking to a bot that has a lack of knowledge about a certain topic. People prefer asking Google or Siri – two extremely helpful bots – and receive a quick and simple answer.

The following chatbot statistics provide more insight into how chatbots can benefit consumers and businesses:

Benefits of Chatbots

Chatbots have tremendously improved how we use technology and the internet. They have changed the way we communicate and provide services and information, and everyone is taking note of their impact. The rise of chatbots in business has especially been felt in customer service, where businesses are finding it easier to connect with their customers through instant messaging conversations.

Increase

in Customer Engagement

Easily identify your best performing channels and get a clear overview of your subscribers, how you are performing, as well as where you are performing best/worst and in between.

轻松跟踪订阅者、最新评论和其他活动，直接从您的仪表板查看。

便利性

Chatbots allow for a more convenient shopping process. Shoppers can take their time and browse products at their own pace, ask questions to chatbots about specific products, and have a lot of the legwork done without any nudging from salespeople. Many eCommerce shoppers enjoy this kind of convenience in their shopping experience.

Consumer trust in chatbots is already high, at 84%, and companies are beginning to recognize them as a key part of future business success. Chatbots are not only redefining how businesses interact with customers but are also changing the way they are created and operate within an organization.

Chatbots are best suited for tasks that contain “highly structured or predictable interactions”. For simple tasks, chatbots are preferred by customers over traditional phone representatives.

Messaging Statistics

66% of customers prefer communicating with businesses through messaging platforms like Facebook Messenger.

According to MessageDesk, 47% of customers still prefer to text a business than chat with them using messaging apps like Facebook Messenger and WhatsApp. Over 21% of customers use Facebook Messenger, while 18% use WhatsApp. (https://messagedesk.com/blog/text-messaging-statistics-facts-stats-insights/)

85% of the consumers who participated in the same survey prefer to communicate using the same channel where they received a message from a brand.

As more people continue to use messaging apps, brands are responding by creating chatbots that can interact with the customer in their preferred language. Since Facebook Messenger is one of the most popular platforms, it only makes sense for businesses to create bots for this specific social media network.

The top 3 messaging apps with the highest number of monthly active users are WhatsApp, Facebook Messenger, and WeChat. (Source: https://www.statista.com/statistics/258749/most-popular-global-mobile-messenger-apps/)

With so many consumers preferring to talk with businesses using messaging apps, brands are taking advantage of this by creating chatbots. Brands can drastically reduce response times while still providing an exceptional customer experience.

Chatbot Usage Statistics

Chatbots are becoming increasingly popular as technology progresses. They are an exciting opportunity to cut costs, improve customer service and fill the time that consumers spend idle with something worthwhile. Businesses should be aware that chatbots are not one-size-fits-all solutions – they work best when implemented for specific tasks in specific niches.

According to Invesp, 67% of consumers used a chatbot in 2018 (https://www.invespcro.com/blog/chatbots-customer-service/). Chatbots can also help businesses save 30% of customer support costs. Therefore, it is especially prudent to implement chatbots in businesses that serve customers with lengthy or complicated support issues.

According to Business Insider the most common chatbot applications are:

Customer service – 43%
Research – 22%
Entertainment – 19%
Product information – 15%

A study by Oracle found that 20 percent of senior business executives expect their companies to deploy chatbots by 2020.

On the other hand, Invesp found out 37% of consumers use chatbots to get a quick answer in an emergency. 35% of consumers use chatbots to resolve a complaint or problem, while 35% use chatbots to get detailed answers. Other uses include finding human customer service, making a reservation, paying a bill, buying a basic item, and getting ideas for purchases.

55% 的客户更喜欢数字渠道而非传统渠道，其中 68% 是千禧一代和 Z 世代 (https://c1.sfdcstatic.com/content/dam/web/en_us/www/assets/pdf/salesforce-state-of-the-connected-customer-report-2019.pdf)。

遗憾的是，51% 的公司仍然没有使用聊天机器人。

另一方面，40% 的零售行业消费者已经使用聊天机器人与公司互动。22% 的消费者来自医疗保健行业，21% 来自公用事业，20% 来自娱乐行业，20% 来自金融服务。

客户服务聊天机器人

企业和消费者都越来越习惯于快速响应他们的查询和投诉。事实上，客户服务聊天机器人已经变得如此广泛接受，它们现在成为任何公司支持策略中必不可少的一部分。

聊天机器人市场正在快速增长。根据 Gartner 的数据，超过 50% 的企业将在未来两年内在聊天机器人开发上花费更多资金，以便以更有意义的方式与客户互动。

Gartner 还认为，到 2020 年，智能代理将促进 40% 的移动互动，从而降低成本并创造更好的客户体验。随着这些聊天机器人从新兴趋势发展为行业增值，营销人员了解聊天机器人如何改善客户服务和投资回报率变得尤为重要。

企业每天的平均可用时间为 13 小时 53 分钟，首次响应时间的平均为 47 秒。另一方面，80.6% 的聊天来自移动设备。

使用聊天机器人的行业

截至 2017 年，60% 的各行各业的所有企业寻求为其组织开发聊天机器人。越来越多的行业将注意力转向聊天机器人，作为可行的数字客户服务解决方案。保险行业已开始使用聊天机器人进行客户服务和索赔处理，汽车行业正在研究用于虚拟购买助手的 AI 代理，金融和银行行业也在专注于通过机器人提供自动化和个性化的响应。

预计零售行业将成为聊天机器人的最大采用者，超过 85% 的零售公司计划在 2020 年之前拥有一个聊天机器人。

娱乐行业也看到主要参与者采用聊天机器人以大规模提供个性化客户服务响应。采用聊天机器人获利最多的行业包括：