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Chatbots and Customer Experience in 2020

Chatbots and Customer Experience in 2020

Julian Zeng

illustration of robot in multicolored message bubbles

The worldwide market size for chatbots is expected to reach more than $1.3 billion by 2024, an annual growth rate of 24.3%

robot in speech bubble

88% of self-identified high-performing marketers say they lead customer experience initiatives across their organizations, compared to 68% of under-performers. Innovation and real-time customer engagement are the top two priorities for marketers in 2020.

baby robot in stroller


Increase in general AI adoption since 2018

78% of marketers describe their
customer engagement as data-driven


U.S. millennials that said they are likely to purchase products and services from brands using a chatbot.


Percentage of customers that say bot-driven messaging is the most convenient way to contact a business.


Consumers that say they feel more confident about brands that they can message.

Marketers planning to increase use over the next year


Shoppers who are open to purchasing items
through a bot


Customers who would consider buying items on a social network instead of a company’s website


Customers who are interested in getting information from
bots when browsing a business’ website

Sources: Global Market Insights, Salesforce “State of Marketing” Report, AdWeek, HubSpot Research, Chatbots Magazine, Spiceworks.

Julian Zeng is omni-channel content manager at the American Marketing Association. He may be reached at