65+ chatbot statistics for customer service teams in 2025

With their rigid scripts and limited responses, old-fashioned, rules-based chatbots never really took off. Today’s AI-first chatbots are different. As we move into a new era of agentic AI, the humble chatbot is transforming into an intelligent AI agent that can reason, adapt, and solve complex challenges at speed.

Below, find 65+ recent chatbot statistics that suggest this is not a passing fad. See how chatbots are evolving into virtual AI agents and are already improving customer satisfaction scores, cutting queue times, and helping teams handle 10x more tickets without hiring more staff.

Chatbots, like Zoom Virtual Agent, now play a central role in customer service, with significant increases in usage by businesses and their clients. These standout AI chatbot statistics show how widespread the technology is becoming:

1. The global AI chatbot market is projected to reach $18.27 billion in 2028 — up from $9.08 billion in 2025 when the forecasts of three analyst firms are averaged. (Mordor Intelligence, MarketsandMarkets, The Business Research Company)
2. Companies using AI in customer interactions saw a leap in customer satisfaction scores of 22.3%. This should also drive down customer effort scores, meaning customers get what they want faster and with less friction. (Metrigy)
3. Over the next three years, 43% of marketing executives expect to rely on frequent use of chatbots and AI-driven customer support, with 33% anticipating occasional use. Only 6% plan to avoid the technology. (Capgemini)

Different business analytics firms predict varying levels of growth in the chatbot market, but they all agree it’s expanding fast.

Here are the predictions from Mordor Intelligence, MarketsandMarkets, and The Business Research Company, covering the period until 2028. We’ve also averaged out each prediction to give you a clearer picture of where the market is heading.

Chatbot market size forecasts by firm from 2025 to 2028

While the analysts’ numbers differ slightly, each believes the chatbot market will nearly double in size between now and 2028.

4. They predict North America and Europe will be the largest markets, with Asia-Pacific growing rapidly by 2028. (MarketsandMarkets)
5. They also predict that the Middle East and Africa, together with Latin America, will be the smallest regions by revenue, but analysts expect both to grow steadily in the coming years. (MarketsandMarkets)
6. Who uses AI agent chatbots? Research from The State of AI in Customer Experience report suggests that 93% of companies use text AI agents and 70% use voice AI agents. (Zoom)

The use of chatbots is spreading quickly among businesses looking for more effective ways to serve their customers. Among the many different types of companies using chatbots for customer service, sales, and support are:

7. Insurance: Mobile chatbots resolved 34.7% of all chats in the insurance sector. (Comm100)
8. Banking: 63.1% of banks run chatbots inside their mobile apps. (The Financial Brand)
9. Telecoms: 63% have an app in production. (AWS)

Chatbots have quickly become a routine part of how people shop, ask for help, and interact with businesses. Generative AI has transformed chatbots into tools capable of analyzing and resolving customer issues — like real virtual agents. These statistics suggest the frequency of usage and the purposes for which people use them.

10. 60% of consumers engage with support chatbots when prompted. (Tidio)
11. 77% of bot users successfully resolve issues without human intervention at least sometimes. (Zoom + Morning Consult)
12. When an issue is resolved, 69% of these users prefer self-service resolution when it is available. (Zoom + Morning Consult)
13. 27% of shoppers interact with chatbots daily. (Tidio)
14. 34% engage with chatbots a few times a week. (Tidio)
15. 8% of customers engaged with a chatbot during their most recent customer service experience. (Gartner)
16. Here’s how consumer use of chatbots across these 13 categories stacks up (Gartner):
    
    • Returns and cancellations: 58%
    • Ordering and purchasing: 52%
    • Account information: 43%
    • Payments and transactions: 40%
    • Feedback: 38%
    • Troubleshooting: 36%
    • Account changes: 27%
    • Check order status: 26%
    • Complaint: 25%
    • Registration and activation: 24%
    • Information on a product or service: 19%
    • Change in a product or service: 18%
    • Billing disputes: 17%
      
      
17. 53% of people start conversations with pre-programmed responses like “Where is my order?” or “Request a refund,” while 47% start with their own questions and messages. (Salesloft)

Chatbots deliver real value to both companies and customers. With the right setup, today’s AI-first chatbots can resolve even complex issues on their own, reduce call queues, and provide key data to help improve customer support. Here’s what outcomes matter most to businesses and how those who have already invested in the technology are benefiting.

18. 30% of C-level support executives want to provide automated chatbot support to their customers for these three reasons: (Intercom)
    • Chatbots’ 24/7 chatbot availability (50%)
    • Human agent time savings (45%)
    • Faster customer disposition (44%)

    

19. When asked which roles they expect to hire over the next five years, support managers said: (Intercom)
    • Chatbot analysts (42%)
    • Conversational UX mappers (32%)
    • Conversation designers (26%)
20. Business owners reported wanting chatbots for the following reasons: (Tidio)
    • 19% aim to improve their marketing and lead generation results.
    • 19% want their website to be more interactive.
    • 18% cited faster response times and around-the-clock availability for customers.
    • 16% wanted to free staff from repeatedly answering the same customer questions.
    • 14% targeted higher conversion rates and fewer abandoned carts by offering chatbot-driven discounts.
    • 11% worried about their growing customer volume and ability to handle the extra work.
21. Early adopters of AI are 128% more likely to show a high return on the investment in the technology. (Zendesk)
22. 73% of service organizations already run a chatbot. That figure rises to 81% among firms performing well against benchmarks, slipping to 68% for moderately performing firms, and 49% for underperforming firms. (Salesforce)
23. 36% of marketers rely on chatbots or AI-driven support tools every day, and another 33% dip in occasionally, so two-thirds use bots right now. (Capgemini)
24. Companies that have invested heavily in AI are up to 3.8× more likely to have invested in AI agent personas, 2.5x more likely to use AI for customer service quality assessment, and 2.5x more likely to provide their agents with generative AI tools. (Zendesk)
25. 54.8% of B2B professionals surveyed reported an increase in the number of high-quality leads after they launched their chatbot. Other standout statistics were: (Salesloft)
    • 41% of meetings booked via their chatbot happened outside standard business hours (9 a.m. to 5 p.m.).
    • 39% of all conversations occurred when offices were closed, demonstrating that around-the-clock availability matters just as much in B2B and B2C settings.
    • 59% of chatbot-generated sales opportunities came from non-high-intent pages, like the FAQ or About Us pages.
    • Site visitors who submitted a high-intent message, such as a demo request or an email inquiry, converted at five times the rate of those who did not.
    • There was a 2.5-fold increase in the number of requests to speak with a human from 2022 to 2023.
26. 73% of companies report that AI already brings them significant value. (Zoom)

Support teams and C-suites are betting heavily on AI chatbots after seeing how much customers seem to trust them. Investment in AI chatbots is up, but other support and sales investments sometimes lag behind. These stats show where AI is having a positive impact and where gaps still exist.

27. There is widespread positivity about conversational chatbots across different generations: (Zendesk)
    • Millennials: 72%
    • Gen X: 68%
    • Gen Z: 64%
    • Baby boomers: 60%
    • Overall average: 67%

    

28. 70% of consumers agree that chatbots and voicebots should speak or write naturally. (Zoom + Morning Consult)
29. 44% of support teams allocated part of their 2024 budget to chatbots. In that year, 70% of C-suite leaders planned a significant investment in AI, up from 20% the previous year, indicating a rapidly growing demand for the technology across businesses. (Intercom)
30. C-suites are more optimistic about AI (61%) than support teams (56%) and front-line teams (45%). (Intercom)
31. 81% of consumers are comfortable (a combination of positive or neutral) with AI suggesting responses for the human agent to use. (Zoom + Morning Consult)
32. 70% of companies that invest in AI put it into customer-facing intelligent assistants, ahead of all other use cases like service responses, automated reports, and knowledge article creation. (Salesforce)
33. 64% also report that they trust a “friendly” AI even more. (Zendesk)
34. 87% of consumers would prefer if bots communicated in a natural way in their interactions. (Zoom + Morning Consult)
35. 44% of customer experience leaders understand the importance of human-like behavior in chatbots. (Metrigy)
36. 68% of teams say AI has directly influenced customer expectations, and 77% think response time targets will tighten even more. (Intercom)
37. However, only 30.2% have invested in their knowledge management system. (Metrigy)
38. 44% of consumers agree that chatbots and voicebots perform equally or better than human agents on privacy. (Zoom + Morning Consult)
39. 89% of people want to know whether they’re speaking with an AI chatbot or a human. (Salesforce)
40. Consumer favorability toward AI-driven customer experiences is high, at 67%. (Zendesk)
41. 90% of CX leaders think AI will resolve 80% of issues without a human within the next few years. (Zendesk)
42. Chatbot statistics show that consumers generally trust AI chatbots just as much as traditional text/SMS support and online forms. (Salesforce)
43. Chatbots are now more popular than knowledge bases, mobile apps, video libraries, and even online communities. (Salesforce)
44. 55% of consumers feel positive about AI summarizing their issue for an agent before the agent joins the conversation. (Zoom + Morning Consult)

Companies can significantly enhance the quality and speed of their omnichannel customer service by incorporating chatbots into their mix of live agents, phone support, SMS and WhatsApp messaging, and self-service options, such as knowledge bases.

Customers love the speed and control of AI bots but still want the assurance of human backup. These statistics reveal what people expect from chatbots, what turns them off, and how chat affects their purchasing decisions.

45. 81% of consumers expect bots to escalate to a human when needed, but only 38% report that this happens always or often. (Zoom + Morning Consult)
46. 61% of customers would rather sort out simple issues on their own. (Salesforce)
47. 70% of consumers spot a clear difference between brands that use AI well and those that fail. (Zendesk)
48. 61% of people prefer an instant AI reply over waiting for a customer service rep. (Intercom)
49. The number of customers thanking a chatbot nearly doubled in the previous 12 months. (Salesloft)
50. 74% expect bots to remember past interactions, while only 28% say this is their experience. (Zoom + Morning Consult)
51. 93% of CX leaders believe that humans and AI working together will help agents and customers feel at ease with AI before they introduce them to more complex applications. (Zendesk)
52. Feedback to chat sessions increased 2.5x in the past year, suggesting buyers are more engaged and willing to share their experience. (Salesloft)
53. Metrigy found that 49% of buyers are comfortable with the idea of self-service options when ordering products or services. (Metrigy)
54. Chatbots can influence buying decisions. Here’s how: (Tidio)
    • 36% of buyers always act on the suggestion of a chatbot
    • 25% often do so
55. Post-sale, nearly a third of consumers want chatbots to manage customer service issues for them. (Zendesk)
56. 74% want bots to proactively anticipate their needs, but only 30% have experienced this. (Zoom + Morning Consult)
57. 82% of consumers stress out at the thought of speaking with a human, suggesting a preference for chatbots. What upset consumers the most was: (Tidio)
    • Being kept on hold
    • Poor manners
    • Explaining the same issue to multiple support agents and multiple channels
    • Feeling ignored because they didn’t get any progress updates
58. 67% of consumers feel favorable toward chatbots. (Zendesk)
59. 81% believe AI is part of modern customer service. (Zendesk)
60. Here’s what customers say about trusting chatbots: (Tidio)
    • 27% trust their answers completely
    • 37% mostly trust their answers
    • 19% are neutral
61. 72% won’t reuse a firm’s chatbot again if they have a negative experience. (Salesforce)
62. A response within two minutes resulted in the highest chances of visitors booking a meeting. (Salesloft)
63. Drop-off rates (people leaving the site) were 10 times higher after five minutes of waiting for a chatbot to respond, and 100 times higher after 10 minutes. (Salesloft)
64. 40% of consumers say a chatbot can’t relate to their issue, their biggest single gripe with automated chat. (Hiver)
65. Even as AI gets better and technology progresses, companies should never forget this key statistic:
66. 51.2% of consumers prefer using the phone to address problems with products and services. Be certain your IVR and auto attendants help them get through to the right person as soon as possible if that’s what they want. (Metrigy)

Chatbot adoption statistics show that companies, consumers, and even business decision-makers buying for their company feel very positive about AI chatbots. Soon, it’s likely that making an AI chatbot available to customers will be considered a call center best practice.

Take Zoom for example. Since integrating the AI-first Zoom Virtual Agent into our service platform, we have seen these remarkable results:

1. 19-point increase in Customer Satisfaction Score (CSAT) from 55% to 74%: Customers appreciate the faster, more relevant answers, whether they were asking a question, solving a problem, or looking for the right resource.
2. The no-match rate has fallen from 35% to 0%: Unmatched queries are customer messages that the bot couldn’t understand well enough to respond usefully, meaning that virtually all customer requests can be accurately interpreted by Zoom Virtual Agent.
3. 98% of customer inquiries solved through self-service: Our virtual agent handled almost every query in full, freeing our live agents to focus on high-priority tasks.
4. 76% containment rate with Zoom Virtual Agent for Voice: Our new Virtual Agent for Voice is answering a large number of queries without the news for a live agent. Zoom has saved over 1,000 agent hours per month as a result.

The same technology is available to your business with Zoom CX, a modern contact center solution built for AI-first customer engagement.

Request a personalized demo to see Zoom Virtual Agent in action.

How many chatbots are there?

There are dozens of large language model-powered chatbots, including ChatGPT, Claude, Meta, Grok, and Mistral. Businesses use these models to power the chatbots on their websites, which handle customer questions, guide users through tasks, and reduce the need for live support.

How many companies use chatbots?

There are no defined figures on exactly how many companies use chatbots. Tidio quotes 58% of B2B and 42% of B2C companies using chatbots, but other sources give different estimates.