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The Complete Guide to Using Facebook Chatbots for Business

Find out how to use Facebook Messenger bots (a.k.a. Facebook chatbots) for customer service, sales, and social commerce.

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Most brands don’t have the resources to offer 24/7 online customer service and sales support on Facebook Messenger, let alone on their website. Fortunately, chatbots don’t need to sleep (or eat lunch). Facebook Messenger bots can answer customer questions, track packages, make product recommendations, and even close a sale any time of the day or night.

Facebook is the most-used social media platform in the world . If you already have a shop set up on Facebook , you’ve taken the right step to join an ever-growing online marketplace. You’d be missing out on solid sales opportunities if you don’t consider adding a Facebook Messenger chatbot to your team.

Find out how to use Facebook Messenger bots (a.k.a. Facebook chatbots) for customer service and social commerce below. Create a streamlined experience for your customer and followers, and stand out from your competition.

Bonus: Download a free guide that teaches you how to turn Facebook traffic into sales in four simple steps using Hootsuite.

What is a Facebook Messenger bot (a.k.a Facebook chatbot)?

A chatbot is a piece of automated messaging software that uses artificial intelligence to converse with people.

Facebook Messenger bots live within Facebook Messenger, and can converse with some of the 1.3 billion people who use Facebook Messenger every month .

Chatbots are like virtual assistants. They can be programmed to understand questions, provide answers, and execute tasks. They can provide a customized online shopping experience and even make sales.

The benefits of using Facebook Messenger bots for business

Meet customers where they are.

First, let’s look at some quick stats to set the stage for how much of your potential audience is accessible through Facebook Messenger:

  • Chat and messaging are the most-used types of websites and apps, followed by social networks.
  • The number of messages sent to businesses on Facebook has doubled in the past year .
  • More than 375,000 people from over 200 countries engage with bots on Messenger every day.
  • Facebook Messenger has the third-most active users of any app, beat out only by Facebook and Whatsapp
  • More than 100 billion messages are exchanged on Meta apps every day.
  • People spend an average of 3 hours every month using Facebook Messenger (and 19.6 hours a month using Facebook itself).
  • Meta reports the potential advertising audience for Facebook Messenger is 987.7 million people
  • Most people (69% in the U.S.) who message businesses say being able to do so improves their confidence in the brand.

The point is that your audience is already using Facebook Messenger, and they expect to be able to interact with your brand there when visiting your Facebook page. Chatbots can increase your rate of response, making it easier for people to get the information they expect in real-time, on a channel they already use.

As a bonus, Facebook Messenger has sponsored ads, which can be targeted to people who have previously been in touch with your Page. Use these ads in tandem with your chatbot to target high-intent customers.

Save time for your team and your customers

Customers expect 24/7 availability, and they hate waiting on hold. They also ask many of the same questions over and over (and over) again.

If you’re spending a lot of time helping people track deliveries, check your return policy, or book appointments, a little automation will go a long way. Customers will be able to access the information they need, even if you’re unavailable.

They’ll save time with instant answers to their questions, and you’ll save time by letting your Facebook Messenger chatbot answer the easy questions, like in this example from Canadian retailer Simons.

A facebook messenger bot helps track an order.

This frees up more time for humans to address more complicated Messenger conversations that go beyond the capabilities of a Facebook chatbot.

Automate sales

Don’t limit your Messenger bots for Facebook to customer service requests.

More than 16% percent of people use social media messaging and live chat services for brand research. And 14.5% say a chat box to speak with a company is a driver of their online purchases. This all leads to real business results: 83% of consumers say they would shop for or buy products in messaging conversations.

With the right script, a Facebook Messenger chatbot can make sales. Conversational commerce allows for personalized recommendations, lead qualification, and upselling.

As your bot greets potential customers, it can identify their needs, ask basic questions, provide inspiration, and direct high-quality leads to your human sales team.

Joybird sofa style quiz on Facebook messenger

Your Facebook chatbot can also follow up with people who abandon the conversational commerce process, like in this message Joybird’s bot sent 24 hours after completing the sofa-style quiz.

Joybird follow up message sofa style quiz

The dos and don’ts of using Facebook Messenger bots

Do set expectations clearly.

First, make sure the user knows they’re interacting with a bot. Introducing the bot can be a good way to start. You can even give it a name, like Decathlon does here.

Decathlon Canada conversational and athletic chatbot

Then, make it clear what the bot can and can’t do. Program your Facebook Messenger chatbot to take the lead in guiding the user through the experience by asking questions or using prompts that move the interaction forward.

Decathlon Canada find in-store products and track shipments

If the bot needs time to process a request, use the typing indicator (three dots) to make sure your customer knows things are still happening, as seen in this example from Tiffany & Co.

Tiffany & Co typing indicator

If you need time to reply or pass the conversation along to a person, make that clear, too, and set expectations about when the customer can expect a response, like Bumble’s Facebook bot does here.

Bumble Support Team hours of operation

A mini- don’t as part of this ti p: Don’t refer to your Facebook chatbot as “live chat” or use other terminology that implies it’s a real person.

DO keep it short

According to Facebook , most people interact with Messenger bots on their mobile devices. Don’t make them read big chunks of text on a small screen or type a lengthy reply with their thumbs.

Buttons, quick replies, and menus can make the conversation flow more easily than asking the customer to type at every stage. Here, KLM provides eight potential options to drive the conversation with the bot.

KLM conversation options including COVID-19 information baggage and flight status

Allow the customer to type details when needed, but always provide default answers or options to choose from when your Facebook Messenger bot asks a question.

DO maintain your brand voice

While you want to be clear that your Facebook Messenger chatbot is a bot, you want it to sound like your bot. Use turns of phrase your customers expect from your website, and maintain the same general tone. If your brand is casual and friendly, your bot should be too.

That said, keep it simple. Don’t use slang or jargon that will confuse users. Try reading your bot’s prompts out loud to a colleague to make sure they’re clear.

And always use a tone appropriate to the task at hand. If you’re asking someone to provide personal details like a flight number or their address, take a more professional tone.

DO let human agents handle complicated inquiries

A Facebook chatbot’s success depends on its ability to recognize when a human being is needed. Automated conversations are speedy and responsive, but they can’t replace human connection.

Customers should have the option, at any point in the conversation, to connect with a person. Your chatbot should be able to recognize a request for human help, which builds trust, even if it’s outside the expected flow of conversation.

In this example from La Vie En Rose, the bot understands the requests even though it does not flow logically from the bot’s prompt.

La Vie En Rose chatbot with human connection

There’s really only one major don’t when it comes to Messenger bots, and this is it. Don’t spam .

Don’t assume that a customer who reached out for help wants to receive marketing messages. Personalized product recommendations might be helpful, but make sure you have permission before sending them.

Offer people a way to opt-in to ongoing messaging before you contact them. And be sure to offer a clear way to opt out of future communications. Your bot should recognize language that seems like a request to opt out and either ask to confirm or implement the unsubscriber request.

World Health Organization unsubscribe request

Facebook puts this bluntly in their guidelines for developers: “Don’t change the type of info you send without consent. If people signed up for a specific alert, honor their preferences.”

6 tools for building effective Facebook Messenger bots

Heyday is a conversational ai chatbot that works as a Facebook Messenger bot built for customer support and sales. It automatically connects to your product catalog to provide personalized product recommendations to customers.

Heyday Makeup Forever custom messaging platform

Heyday also resolves customer service inquiries as a FAQ chatbot in multiple languages and understands when it’s necessary to pass the conversation on to a human agent. The Facebook Messenger experience is excellent for customers with the help of Heyday.

customer service inquiries as a FAQ chatbot in multiple languages and understands when it’s necessary to pass the conversation on to a human agent. The Facebook Messenger experience is excellent for customers with the help of Heyday.

Get a free Heyday demo

And if you have a Shopify store, take note: Heyday sells a version of their chatbot that is specifically designed to help with customer service for Shopify stores. At only $49 per month, It’s the perfect place to start if you have a smaller budget.

Try it free for 14 days

2. Streamchat

Streamchat is one of the most basic Facebook chatbot tools out there. It’s meant to be used for simple automations and autoresponders. Rather than managing a whole conversation, it’s useful for out-of-office replies or messages that set expectations about when you’ll be able to respond.

It’s quick to implement and easy to start with if you’re just dipping your toes into the chatbot waters.

3. Chatfuel

Chatfuel has an intuitive visual interface complemented by editable front-end and customization options. While you can build a Facebook Messenger bot for free, a lot of the more complex (and interesting) tools are only available with Chatfuel Pro accounts.

4. MobileMonkey

This free tool features a visual chatbot builder for Facebook Messenger designed for non-technical users. You can use it to build Q&A sessions in a Facebook Messenger chatbot.

There’s also a “Chat Blast” feature, similar to Chatfuel’s “broadcasting” feature, that allows you to send messages to multiple users at once. (Remember: Only do this if you have permission!)

5. Messenger for Developers

If you have the solid coding knowledge required to code your own Facebook chatbot, Facebook provides plenty of resources to get you started. And they are always working with their developer community to come up with new ideas to improve the user experience.

6. Facebook Creator Studio

While it’s not strictly speaking a Facebook Messenger bot, Facebook Creator Studio does allow you to set up some basic automated responses to common requests and events in Messenger. For example, you can set up an away message, provide contact information, or set up a list of FAQs and answers. There’s no artificial intelligence happening here to enable conversation or sales, but you can get some autoresponder functionality to keep Messenger working at a basic level when you’re away from your desk.

Engage with shoppers on their preferred channels, like Facebook, and turn customer conversations into sales with Heyday, Hootsuite’s dedicated conversational AI tools for retailers. Deliver 5-star customer experiences — at scale.

Turn customer service conversations into sales with Heyday . Improve response times and sell more products. See it in action.

Become a better social marketer.

Get expert social media advice delivered straight to your inbox.

Christina Newberry is an award-winning writer and editor whose greatest passions include food, travel, urban gardening, and the Oxford comma—not necessarily in that order.

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Facebook Bots 101: What They Are, Who's Using Them & What You Should Do About It

Meghan Keaney Anderson

Updated: June 11, 2021

Published: September 24, 2018

Back in 2016, Mark Zuckerberg announced the launch of Facebook's Messenger Platform -- a new service that enables businesses of all sizes to build custom bots in Messenger.

facebook-messenger-bots

In the days following the announcement, the tech and marketing space lost its mind. Thousands of articles were penned about the news, each one speculating on what an open Messenger platform could mean for businesses' customer service teams.

Why all the ardor? For starters, Facebook Messenger already has about 1.3 billion monthly active users worldwide . Not registrants. Not people who got forced to download it when Facebook spun it out of the standard Facebook app. We're talking about active users who have adopted Messenger as a primary communication channel.

Learn More About HubSpot's Free Facebook Messenger Integration

Anytime a company as forward-looking as Facebook opens up a platform as heavily adopted as Messenger it should raise eyebrows. So the early excitement, well, it's justified. But what comes next is entirely undefined. And as marketers, we have an exciting opportunity to help shape it .

As Zuckerberg put it in his keynote, "No one wants to have to install a new app for every business or service they want to interact with.” And bots are much different than disjointed apps. In other words, building into the already popular Facebook Messenger app could enable businesses to get in front of customers without that added friction.

At least, that's the potential ...

What Is a Bot?

"Bot" is a generalized term used to describe any software that automates a task. Chatbots, which anyone can now build into Facebook Messenger, automate conversation -- at least the beginning stages of it.

What's special about the bots you can build on Facebook Messenger is that they're created using Facebook's Wit.ai Bot Engine, which can turn natural language into structured data. You can read more on this here , but in short, this means that not only can bots parse and understand conversational language, but they can also learn from it. In other words, your bot could get "smarter" with each interaction.

You've undoubtedly heard of artificial intelligence (AI). And this is a type of AI. Natural language interface is common in most chatbots, but by opening up the Messenger Platform and providing developer tools like the bot engine, Facebook has made building an intelligent bot easier.

How People Find Bots in Facebook Messenger

So, now comes the classic marketer question: If you build it, will they come?

The answer? Maybe.

Users are able to search for companies and bots inside Facebook Messenger by name, so you'll probably get some users that way. But, as with any new pathway into your company, you're likely to find that adoption of this communication channel within your customer base won't happen without some promotion. Facebook is trying to make that easier for businesses and organizations as well.

Here are a few tools and updates they've released to help simplify that connection:

Messenger Links

If you've created a Page for your business on Facebook, Messenger Links will use your Page’s username to create a short link (m.me/username). When someone clicks that link -- regardless of where they are -- it will open a conversation with your business in Messenger.

Customer Matching

If you have phone numbers for customers and pre-existing permission to reach out to them, you can find them on Facebook Messenger via customer matching . Conversations initiated through customer matching will include a final opt-in upon the first Facebook Messenger communication.

customer-matching.png

Image Credit: Facebook

Messenger Codes

Messenger codes are unique images that serve as a visual thumbprint for your business and bot on Messenger. If you are familiar with Snapchat codes, these visual cues act in the same way, redirecting anyone who scans them using Messenger to the corresponding company page or bot.

Facebook Messenger bot discovery button for CNN

Messenger Buttons

You can embed these buttons, provided by Facebook, into your website to enable anyone who clicks them to start a Messenger conversation with your company.

Facebook Messenger bot CTA buttons

For all of the above, if you haven't developed a bot, the result will be a standard Messenger-based conversation. So you'll want to be sure you're monitoring that channel.

5 Examples of Branded Facebook Messenger Bots

Written definitions of bots are one thing, but sometimes it helps to understand how a bot works in action. Let's take a look at a few early examples ...

1. 1-800-Flowers

The example Mark Zuckerberg lauded in his keynote was the ability to send flowers from 1-800-Flowers without actually having to call the 1-800 number. A user, Danny Sullivan, subsequently tried it by sending flowers to Zuckerberg himself and documented the five-minute process here.

The bot took Sullivan through a few floral options and then confirmed shipping details.

Image Credit: Marketing Land

2. Wall Street Journal

With the Wall Street Journal bot, users can get live stock quotes by typing "$" followed by the ticker symbol. They can also get the top headlines delivered to them inside of Messenger.

HP created a bot for Messenger that enables users to print photos, documents, and files from Facebook or Messenger to any connected HP printer.

HP_PrintBot_Photo_NEW_Screen.png

Image Credit: HP

4. Facebook M

Facebook is releasing its own bot for Messenger, a personal assistant bot named "M." M can answer a wide range of requests -- from restaurant recommendations, to complex trivia, to last-minute hotel rates in the city.

Its flexibility is due to the fact that M is actually a bot-human hybrid. As Facebook’s chief technology officer Mike Schroepfer told Recode : "It's primarily powered by people, but those people are effectively backed up by AIs." While the bots act as a first line of defense in fielding questions, the difficult questions are quickly routed to human assistants.

Facebook_M_Bot.png

Image Credit: The Next Web

5. Healthtap

Healthtap is an interactive healthcare provider that connects users to advice from medical professionals. On the heels of the platform announcement, Healthtap created a bot that enables users to type a medical question into Facebook Messenger and receive a free response from a doctor or browse articles of similar questions.

You can see here how the conversational interface works. The user in this example is inquiring in natural language about a specific health concern. From the user's standpoint, this is similar to texting a friend.

Conversation with the Facebook Messenger bot of Healthtap

Image Credit: mobihealthnews

This set up also helps the company filter inbound requests by solving some patient questions with existing responses first and then surfacing unique queries for live response.

(Intrigued by these examples? Engadget has a longer list of bots that are either released or under development for Facebook Messenger.)

Should You Build a Facebook Messenger Bot for Business?

Ah, see that's not the sort of question I can answer for you. Building a bot for Facebook Messenger, like any marketing or product endeavor, is going to take resources -- mainly staff time and expertise -- and may not result in the outcomes you'd like to see.

That said, here's my best guidance for how you can determine if a Facebook Messenger Bot would benefit your business:

Do you have a clear use case for your bot?

One of the biggest reasons so many companies went astray in building mobile apps for their businesses is that they saw it as just another version of their website. They didn't take the time to study how being on a mobile device would change the types of interactions their customers would want to have with their company.

Some tasks are just not well-suited for mobile. As a result, many apps sit unused. When you're thinking about a use case for Facebook Messenger, make sure you're thinking about it from the standpoint of the customer or user, not from the company's standpoint.

Here are a few examples of use cases you might consider for a Facebook Messenger bot:

Lead Nurturing

Perhaps you're having trouble moving leads from one part of your buyer's journey to another, and need a way to nurture their interest after they first discover your website or content and return to learn more.

Sharing Your Knowledge Base

Traditionally speaking, a knowledge base is a section of your website that organizes all the resources and information a customer would need to properly learn and solve problems related to your product. And sometimes, these knowledge bases can be cumbersome or hard to search through. A Facebook Messenger Bot is one way to better educate customers who have questions about your product.

Diversifying Service Lines

If your customer service team has more incoming requests than they can handle, it might be because they're only taking them through the phone. Live chat bots can open more request lines, lower call volume, and allow service and support representatives to balance more questions at a time.

Sharing Questions Across the Customer Service Team

If your customer service employees need a better way to share questions with one another as they field them, the right Facebook Messenger bot can loop in more employees more quickly to solve problems.

Retaining Ecommerce Shoppers During Checkout

You suffer from "abandoned shopping carts" on your ecommerce website, and need a way to retain shoppers who might have trouble during the checkout process.

Is your audience on Facebook?

This question is often too quickly dismissed by companies that see Facebook as a purely social platform, rather than one for businesses. Even if your audience doesn't currently use Facebook for business needs, you need to start by determining whether or not the potential for Facebook marketing is there.

If you have an audience who uses Facebook heavily in their personal lives, they're likely to adopt Messenger as a communications tool. And how they use Messenger may expand beyond how they use Facebook. Today, usage of messaging apps has actually outpaced that of social networks . And as new use cases arise, behavior evolves with them.

Can you support inbound inquiries from Messenger?

Don't open a communication channel with your prospective and existing customers if you can't support it. Even with the automation of a bot, you'll still need to carve out time to do three important things:

  • Promote your chatbot
  • Monitor any questions your bot can't answer
  • keep tabs on the overall customer experience you're creating with it

If you've thought through the above three questions and think you've got a good foundation for a Facebook Messenger bot then dive in. There's a benefit to being an early adopter in this space. And as a newly open platform, Facebook Messenger needs thoughtful and strategic companies to shape it.

Free Resource: How to Reach & Engage Your Audience on Facebook

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120+ Chatbot Statistics for 2024 (Already Mainstream)

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Key Facts You Should Know About Chatbots

Fundamental chatbot trends and data, chatbot engagement and utilization statistics, stats on chatbot’s conversion, stats on chatbot business and marketing, statistics on consumer preferences with chatbot, chatbot stats in travel/hospitality, statistics on the implementation of ai assistants, stats on estimates and forecasts for ai assistants, wrapping up.

Chatbots have exploded onto the scene, projected for incredible growth as conversational AI transforms customer engagement. Forecasts estimate the global chatbot market will exceed $10 billion by 2025 as adoption rates multiply across sectors. Recent surveys reveal that 67% of consumers already utilize chatbots for quick, seamless interactions. That number is likely to rise, with 86% stating positive chatbot experiences.

Powering this bot boom are game-changing stats – automated assistants now handle 65% of business-to-consumer communications. Retail chatbots, in particular, engage over 600 million global shoppers annually and are expected to save over $11 billion in transaction costs by 2023. With astute deployments, chatbots manage 92% of customer issues while forming meaningful connections that feel decidedly human-like during these rapid-paced times.

We dutifully handpicked 120+ enlightening facts about the chatbot landscape to show how well these chatbots perform. The facts we compiled will show you the consumer adoption rates and conversion impact of digital marketing this technology has recorded. Let’s proceed!

Cool Chatbot Statistics 2024

  • Many customers (about 88% of them) used an AI chat robot in the year 2022 , signaling the technology’s mainstream integration.  
  • From what we see, this technology will be able to perform more complex tasks in marketing, operations, and growth functions as the years progress.
  • It has already eaten deep into many sections, with its adoption spanning e-commerce to healthcare.
  • Research has shown us that clickthrough rates for the discussion robot can reach over 50%, outpacing other digital marketing channels.
  • Through our 117 facts, we quantify chatbots’ expanding presence and reveal key trends on the horizon.  

Fundamental Chatbot Trends and Data

1. AI chat robot use by brands has grown 92% in recent years , showing their increasing popularity. 

2. In 2020, 25% of shoppers spoke with an AI chat robot while interacting with a business , a 13% increase from the prior year.

3. Globally, 67% of people have used an AI discussion robot in the last 12 months.

4. Approximately 1.4 billion individuals currently use chatbots .

5. One out of every six times a person gets customer service help this year, it comes from AI instead of a human .

6. Facebook’s messaging platform has become the #1 place for chatbots .

7. Over 40% of shoppers leverage conversational commerce tools to aid purchases and sales.

8. 27% of people were unsure if their last customer service interaction was with a human or a chatbot.

9. Facebook hosts over 300,000 active chatbots , triple the previous amounts, showing growing user preference.

10. 69% of chats with chatbots can be completed without needing human takeover .

11. A properly designed chatbot system can handle 80% of simple user queries without issues.

12. Most people use chatbots because they want fast answers . 

13. 60% of Millennials who use social media often have tried chatbots .

14. Around 41% of people use conversational tools when shopping online.

15. About 87% of people feel okay or happy using chatbots.

16. Only around 13% feel unsatisfied by their chatbot experience.

17. The top countries using chatbots are the US (36%), India (11%), and Germany (4%).

18. 41% of executives and senior managers initiate online chats on business sites.

19. One-third of people want to book services and amenities through a chatbot.

20. Chats with only bots have an 87.58% satisfaction rate , 2% higher than when humans take over.

Chatbot Engagement and Utilization Statistics

21. One in five live chat inquiries does not get a response .

22. Older demographics expect more benefits from chatbots versus younger generations.

23. Almost half of female online shoppers prefer chatbots over men , at 37%.

24. 27% of consumers are presently interested in AI and bots.

25. About 37% use a customer service chatbot for urgent help needs .

26. About 35% of folks use chatbots to fix problems or get detailed answers.

27. More B2B companies, around 58%, have chatbots on their sites compared to B2C companies , which is about 42%.

28. Around 40% of millennials chat with bots every day.

29. Some bots get responses between 35-40%, while better ones can get 80-90% .

30. It’s quite surprising how increasingly popular these chatbots have become. Based on available data, chatbot usage has seen a 92% increase since 2019 , meaning they are now the fastest-growing medium of brand communication.

31. Were you aware that more than half of B2B companies use AI chat assistants? Yes, it’s true. As this chatbot trend keeps rising and more businesses adopt it, less than half of B2C websites have them. We noticed that most B2B businesses like chatbots because they help find potential customers , which is an important feat for them.

32. Since website UX/UI is very important in consumer engagement, many businesses (about 39%) now use digital bots to make their websites more interesting and engaging.

33. About 65% of the businesses that use chat robots are software-as-a-service (SaaS) companies.

34. Many people have come to love chatbot interactions, and one-third of consumers wish more companies would use them .

35. Some big companies (24%), medium-sized ones (15%), and small businesses (16%) are using chatbots right now.

36. Six of ten people have talked to a chatbot in the past year.

Chatbot’s Conversion

37. We might chat more with bots than our partners in the future.

38. More than half of service organizations plan to use chatbots within a year and a half . That’s a big increase of 136%.

39. Over half of businesses believe that chatbots are changing their industry .

40. The really good chatbot experiences with more involved customers can get as high as a 90% response rate .

41. On average, chatbots get about 35-40% of people to respond.

42. Online shops using Facebook Messenger chatbots and special chatboxes for abandoned carts have made more money—between 7% to 25% extra.

43. Chatbot tech can improve websites’ ability to get people to buy stuff. Depending on the business type, it can raise sales anywhere from 10% to 100% .

44. When chatbots are top-notch and people are involved, they can get high response rates , like 80-90%.

45. Most people trust virtual assistants’ advice more than  salespeople when buying things.

46. Business leaders think chatbots, on average, have increased sales by 67% .

47. More than half of businesses believe that chatbots give them much more money back than they put in.

48. Chatbots are quicker to respond than real people.

49. About 68% of people prefer chatbots because they give fast answers.

50. People also like that chatbots can help them even when the business is closed and connect them to a real person if needed.

51. The top benefit people see in chatbots is that they offer support all day and night .

52. Chatbots have saved businesses money by reducing customer service costs by as much as 30%.

53. People worry that chatbots might not understand them well or can’t solve tricky problems.

54. About half of consumers feel like chatbots stop them from talking to a real person.

55. Many people, around 60%, believe that chatbots don’t get what they need as well as a human does.

56. Six of ten consumers would rather wait to talk to a real person than chat with a bot.

57. More than half of businesses (55%) use chatbots to find better potential customers.

58. Business leaders think chatbots have increased sales by 67% .

59. Around 40% of US, EU, and Chinese businesses use ready-made AI programs , like virtual agents and chatbots.

60. Chatbots are mostly used for selling stuff (41%) , helping customers (37%), and marketing (17%).

61. The main uses of advanced AI chatbots are turning speech into text (46%) and helping teams work together (26%).

62. Most businesses (64%) believe that chatbots will help them give customers a more personal experience .

63. Half of businesses want to spend more on voice assistants than on phone apps.

64. Smaller companies, especially those with up to fifty employees , use chatbots more than bigger ones.

65. Every month, over five billion people use messaging apps .

66. Around 1.4 billion folks use messaging apps and enjoy chatting with chatbots .

67. In 2018, Blue-Bot messaged over two million times to over 500,000 customers.

68. Facebook Messenger has more than 300,000 chatbots .

69. Almost all the time spent on mobile devices is on mobile apps, about 10 out of every 11 minutes .

70. When brands talk with customers on Messenger, it’s 30% more profitable than showing them ads again.

71. Three of every five millennials have chatted with a chatbot at least once.

72. Nearly half, about 47%, of people who talk to chatbots buy stuff.

73. About one-third of internet users like using talkative chatbots to book things or shop online .

74. More than half of customers like using chatbots instead of calling customer service.

Consumer Preferences with Chatbot

75. The top AI chatbots for work are Microsoft Cortana (49%), Apple Siri (47%), and Google Assistant (23%).

76. Around 53% are more likely to shop there if people can message a business.

77. Nearly half, 48%, of people prefer a chatbot that can solve their problems rather than one with a personality.

78. The top industries that gain the most from using AI assistants are 

79. AI assistants make the most money in the real estate industry.

80. By 2023, about 35% of organizations will rely heavily on AI discussion agents for recruitment.

81. XOR, a recruiting chatbot vendor, claims its solution improves the recruitment process by 33%, screens 85% more resumes, and spends 50% less per hire.

82. A survey found that 58% of candidates were open to interacting with AI and recruitment virtual assistants during the initial stages of job applications.

83. Around two-thirds of people would find a chatbot useful in managing their business and travel arrangements.

84. Data also shows that many users (about 37%) prefer to use intelligent AI assistants when making travel plans or comparing booking options.

85. As long as it saves them time and money, 87% of users prefer to interact with a travel AI assistant to a human assistant.

86. You should know that A GRT Hotels & Resorts AI chat robot exchanged over 175,000 messages within two and a half months of its launch.

Stats in Travel or Hospitality

87. By 2023, it’s estimated that AI assistants will handle 75-90% of banking and healthcare customer queries.

88. AI interactive agents in banking are expected to save around $7.3 billion globally by 2023.

89. Since the pandemic began, about two-thirds of top global financial firms have started using AI conversational agent in their apps.

90. A little over a third of retail customers are okay with speaking to customer service through an AI discussion robot.

91. By 2023, over 70% of chatbot conversations will involve retail .

92. In 2019, over 40% of US consumers used chatbots while engaging with the retail industry.

93. Clothing is the most popular product sold online with the help of chatbots.

94. Successful online stores mainly sell clothes (22%) , followed by health products (9%), furniture (9%), electronics (8%), and jewelry (8%).

95. Using abandoned cart chatbots with Messenger could increase your online sales by up to 25%.

96. Using chatbots could save about 30% on helping customers.

97. It was expected that customer service groups would grow by 136% in 2019 .

98. For 58% of people, chatbots have changed what they expect from customer service.

99. About 64% of support agents using chatbots find they have more time to handle tougher issues.

100. Around 16% of Americans have tried using chatbots like Alexa or Google Home while shopping.

Implementation of AI Assistants

101. About half of companies utilize AI-powered chatbots in their IT departments , while fewer, only 23%, use the tools for office tasks.

102. ELIZA, which is the first chatbot, was made back in 1966 .

103. Countries in the top five categories regarding chatbot usage are the US, India, Germany, the UK, and Brazil.

104. Almost one-fourth of the world’s population was estimated to use chatbots by the end of 2019.

105. Around $5 billion was expected to be invested in chatbots by the end of 2021.

106. Interest in chatbots went up by 160% in 2018.

107. About 40% of spending on cognitive AI goes into software , especially in areas like conversational AI and machine learning.

108. It’s expected that by 2024, people will spend about $142 billion shopping using voice bots , up from $2.8 billion in 2019.

109. Almost half, around 47%, of organizations plan to use chatbots to help customers by the end of 2021.

110. About two-thirds of most financial companies have added chatbots to their apps.

111. The US leads globally with nearly 16,000 websites having a chatbot.

112. Experts estimated that the healthcare chatbot market will grow to about $340 million by 2027.

113. Most businesses (about 80%) might use some talking bot system by 2023.

114. AI integration is expected to be huge on social media.

Estimates and Forecasts for AI Assistants

115. In 2023, it’s expected that chatbot shopping will hit $112 billion .

116. By 2023, chat robots could save businesses about 2.5 billion hours .

117. Businesses might save around $8 billion with AI assistants by 2023.

118. The global Artificial Intelligence assistant market could be worth over $994 million in 2024.

119. AI Chatbots might lower the cost of each customer interaction by $0.70 by 2023.

120. Almost all businesses, around 96%, believe that AI chatbots will stick around.

121. About 85% of customer interactions might not need a human by the end of 2021.

122. AI discussion robots might become more important than email marketing.

AI assistants easily make it easy for consumers to converse with various brands. For that, they could be the top option for future communication mediums between businesses and consumers. The chatbot world has superb growth potential. They make customer service quick, save time doing the same things repeatedly, and help find more potential customers. If you’re a business owner looking for an effective way to reach out and engage your customers, try this AI assistant. You’ll love the outcome!

Which businesses make the most out of using chat robots?

Retail, healthcare, and finance industries gain the most. For instance, retail uses them to sell healthcare for patient help and finance for better customer service. This makes things easier and more pleasing to customers.

How do businesses use chatbots?

Folks and businesses use chatbots a lot. For young people, the AI assistant aids their daily discussion, while businesses use it to enhance customers’ experience, make them happier, and increase sales.

What makes AI Assistants work better?

Basic chatbots get around 35-40% of responses, while better ones can get 80-90%. One obvious variable behind this record is their engaging attributes and the use of smart AI for effective discussions.

Are chatbots taking over humans?

AI Assistants do not replace people but help them out. They do that by helping people get what they want faster, easier, and conveniently.

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