Chatbots have existed for decades, but many companies are just now starting to get in on the trend. These bots are a cost-effective way to navigate customer service issues and submit support tickets. Instead of hiring employees to manage all customer service interactions, a chatbot can handle the initial steps in the process.

Unfortunately, some companies make major chatbot mistakes. Failing to have live customer support available, or pretending the bot is a real human, can frustrate your customers. This defeats the purpose of what can be an extremely helpful tool.

The insightful chatbot statistics below reveal how prevalent—and useful—chatbots can be. Read on to learn more about how companies use them and what customers think.

1. Shoppers used AI-based chatbot services 42% more than in 2023

Chatbots are becoming a crucial part of the online shopping experience, especially during high-traffic seasons like the holidays. During the 2024 holiday season, U.S. online sales rose to $282 billion, with shoppers using AI-based chatbot services 42% more than the previous year.

With more consumers seeking instant assistance while making purchasing decisions, AI-powered chatbots provide quick responses about product details, order tracking, and returns. This increase in chatbot usage suggests that businesses are effectively integrating AI into their customer experience strategy, ensuring shoppers receive timely help without human intervention.

2. 12% of U.S. adults aged 18-29 use generative AI chatbots daily or weekly for work

Younger professionals are leveraging AI chatbots for various work-related tasks, such as drafting emails, automating research, and generating reports. A Pew Research Center survey found that 12% of U.S. adults aged 18-29 use generative AI chatbots daily or weekly for work, compared to just 6% of those aged 50-64.

The higher adoption rate among younger demographics indicates a shift in workplace productivity tools, with AI increasingly integrated into daily workflows. Businesses should consider how chatbots can enhance efficiency across all age groups, providing training and support for broader adoption.

3. 49% of tech leaders say that AI is a part of their business strategy

Companies are recognizing AI’s potential beyond customer service—using chatbots for marketing automation, sales, and internal operations. Nearly 49% of technology leaders in PwC’s October 2024 Pulse Survey said that AI is now “fully integrated” into their company’s core business strategy.

With nearly half of tech leaders reporting full AI integration, businesses that haven’t yet adopted AI chatbots risk falling behind. AI-powered automation can optimize workflows, improve customer interactions, and streamline decision-making processes.

4. The chatbot market is expected to reach $15.5 billion by 2028

With more businesses investing in AI-driven customer service solutions, chatbot technology is evolving rapidly. The global chatbot market is projected to reach $15.5 billion by 2028, growing at a 23% annual rate.

Companies that adopt chatbots now can stay ahead of the curve, benefiting from improved customer engagement and cost savings. As chatbots become more sophisticated, they will play an even bigger role in automating tasks that traditionally required human support.

5. 64% of customers prefer 24/7 availability

Customers expect instant service at any time of the day. About 64% of customers cite 24/7 service availability as the top benefit of using chatbots.

Chatbots help businesses meet this expectation by providing immediate responses to inquiries, whether it’s troubleshooting an issue, checking order statuses, or answering FAQs. By ensuring around-the-clock availability, businesses can improve customer satisfaction and reduce reliance on human agents during off-hours.

6. 65% of consumers prefer automated self-service

Self-service options, such as AI-powered chatbots, empower customers to quickly resolve their issues without waiting for a representative. Around 65% of users prefer resolving their queries without human intervention.

For example, customers can use chatbots to reset passwords, check balances, or track shipments. This allows support teams to focus on more complex inquiries while improving efficiency and reducing operational costs.

7. Chatbots can handle 70% of customer conversations

As chatbot technology advances, AI is becoming more capable of understanding customer inquiries and responding effectively. With a 70% success rate, chatbots are reducing the need for human intervention in customer support interactions. Businesses should continue training their AI models to improve accuracy and ensure seamless handoffs to human agents when necessary.

8. Banking chatbots are growing in popularity

Financial institutions are leveraging AI chatbots to provide quick access to account information, handle transactions, and improve customer engagement. In 2022, over 98 million U.S. banking customers used chatbots, and this number is expected to grow to 110.9 million by 2026.

With chatbot adoption growing in banking, customers can now complete tasks like checking balances, transferring money, or disputing charges in seconds—without waiting on hold for a human representative.

9. Chatbots lead to better leads for 55% of businesses

Chatbots play a crucial role in lead qualification by collecting essential customer details and routing inquiries to the right sales teams. More than half of businesses report generating more high-quality leads after implementing chatbot technology.

By engaging website visitors in real-time and guiding them toward relevant products or services, chatbots help businesses improve conversion rates while automating lead generation efforts.

10. ChatGPT users doubled

OpenAI’s ChatGPT has reached over 200 million weekly users, doubling from 100 million in just under a year. This significant increase in user adoption highlights the growing reliance on AI-driven conversational tools.

ChatGPT’s ability to assist with a wide range of tasks — from drafting emails to providing customer support — has made it an invaluable resource for both individuals and businesses. The rapid growth underscores the importance of integrating AI chatbots into various platforms to meet user demands and enhance engagement.

11. Meta’s AI chatbot user milestone

Meta’s AI assistant, Meta.ai, reached nearly 600 million monthly active users just 14 months after its 2023 launch.

This rapid user growth underscores the increasing integration and reliance on AI chatbots in daily interactions. Meta.ai’s ability to generate diverse responses from text prompts has made it a valuable tool for users, reflecting the broader trend of AI adoption in enhancing user experiences and engagement across platforms

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Sources

  1. Reuters: AI-influenced shopping boosts online holiday sales, Salesforce data shows
  2. Financial Times: Companies are failing to convince staff of AI benefits
  3.  PwC: 2025 AI Business Predictions
  4. Tidio: The Future of Chatbots
  5. Adam Connell: 50 Critical Chatbot Statistics You Need To Know In 2025
  6. Adam Connell: 50 Critical Chatbot Statistics You Need To Know In 2025
  7. Adam Connell: 50 Critical Chatbot Statistics You Need To Know In 2025
  8. Consumer Financial Protection Bureau: Chatbots in Consumer Finance
  9. ECommerce Bonsai: Chatbot Statistics For 2025
  10. The Verge: ChatGPT’s weekly users have doubled in less than a year
  11. Investors: Meta’s AI Chatbot Nears 600 Million Monthly Users