The Data Analytics Blog

Our news and views relating to Data Analytics, Big Data, Machine Learning, and the world of Credit.

All Posts

15 Vital Chatbot Statistics You Need To Know In 2019

March 19, 2019 at 7:05 AM

If you haven’t yet heard, we’re in the chatbot game! We’ve recently announced our partnership with Atura and we’re very excited to bring the Atura chatbot into the credit and collections world.

If you’re interested in learning more about the chatbot, check out this nifty Slideshare. But if you’re not quite ready for that yet, we’ve put together the most crucial statistics on chatbots to help you determine whether your business needs chatbots or not.

Consumer use of chatbots

An estimated 67% of consumers worldwide used a chatbot for customer support in 2017. (Business Insider)

40% of consumers do not care whether a chatbot or a real human helps them, if they are getting the help they need. (HubSpot)

27% of consumers were not sure if they had talked to a human or a bot during their last contact with customer service. (PwC)

By 2020, the average person will have more conversations with bots than with their spouse. (Gartner)

47% of consumers are open to buying items through a chatbot. (HubSpot)

37% of consumers would buy items from Facebook. (HubSpot)

38% of consumers worldwide rated their overall perception of chatbots as positive, with only 11% rating their perception as negative. (Business Insider)

57% of our respondents were interested in getting real-time answers from bots on a company website. (HubSpot)

The most prevalent potential benefit of chatbots that consumers chose was the ability to get 24-hour service (64%), followed by getting instant responses to inquiries (55%), and getting answers to simple questions (55%). (Drift)

Baby Boomers (age 55+) were 24% more likely than Millenials (age 18-34) to expect benefits from chatbots in five of the nine categories surveyed. (Drift)

Operational use of Chatbots

Chatbots can save companies up to 30% in customer support cost. (IBM)

Chatbots can speed up response times and answer up to 80% of routine questions. (IBM)

In companies, digital assistants are most likely to take over office work (82%), scheduling (79%) and time tracking (78%). (PwC)

The business units that will benefit the most from chatbots are customer service (95%), sales/marketing (55%), order processing (48%). (Mindbrowser)

By 2020, chatbots should take over 85% of customer service interactions. (Gartner)

Subscribe to our blog

Latest Posts

Solving the Credit Unaware Challenge with Psychometrics

At Principa, we engage with clients and organisations across the entire credit lifecycle and track the focus of the South African credit industry. For nearly ten years the focus has consistently been in the collection space, but recently (since early 2021) this has changed and a large number of our clients are focused on acquisitions and originations.

Predicting Customer Behaviour (PART 2)

In Part One of this two-part blog, we started providing a short overview of just some of the propensity models that Principa has developed. In this Part Two, we continue to look at different types of propensity models available across the customer engagement lifecycle that are used to predict behaviour and solve business problems. 

PART 2: How to Cure the Post Pandemic “Collections” Symptoms

In PART 1 of this two-part series, we explored how the current socio-economic climate resulting from the lingering financial hangover caused by the pandemic is negatively impacting the consumer's ability to settle a debt.