A Collection of Statistics on Chatbot Usage

November 14, 2017

As chatbots become increasingly common, businesses are naturally wondering how to make the most of them. Writer Josiah Motley at The Next Web has assembled user statistics from several sources and reports, “Chatbots Are Here to Stay, What the Data Is Telling Us About the People that Use Them.” He writes:

We know businesses are loving them thanks to better service times for customers and for certain problems to be solved automatically without the need for a (paid) human to jump in, but what about other statistics and interesting facts revolving around chatbots? Are people happy with them? Do they prefer a chatty AI or do they just want to cut to the chase? All of these are questions that will need to be asked when deciding if a chatbot is right for your business, so of course, there are companies out there that are breaking out the customer surveys and figuring out what people are liking, where they’re getting the most use, and a plethora of other random information about them.

The first bit of information Motley shares is how users are liking their chatbot experiences. Nearly half of the respondents to a survey from LivePerson had not had enough such chats to say, while 38% felt good about them and 11% were displeased. That survey also examined what respondents have been using chatbots for—67% had used one for customer service in the previous year, but just 14% for productivity. Then there are several usage trends sorted by US state, including most profanity used—see the write-up for those details (complete with bar graphs.) Motley insists that chatbots are becoming an indispensable part of a business, and each organization must now decide how best to use them to reach its own particular goals.

Cynthia Murrell, November 14, 2017

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