• Chatbots In Customer Service – Statistics and Trends [Infographic]

    By Ayat Shukairy
    an infographic on chatbots in customer service, statistics and trends.

    The use of chatbots in customer service industry is growing. According to estimates, more than 67% of consumers worldwide 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 cost 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.

     

    Chatbot Customer Service – 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 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%

     

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Ayat Shukairy

My name is Ayat Shukairy, and I’m a co-founder and CCO at Invesp. Here’s a little more about me: At the very beginning of my career, I worked on countless high-profile e-commerce projects, helping diverse organizations optimize website copy. I realized, that although the copy was great and was generating more foot traffic, many of the sites performed poorly because of usability and design issues.

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Ayat Shukairy

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