The worldwide market size for chatbots is expected to reach more than $1.3 billion by 2024, an annual growth rate of 24.3%
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.
186%
Increase in general AI adoption since 2018
78% of marketers describe their
customer engagement as data-driven
67%
U.S. millennials that said they are likely to purchase products and services from brands using a chatbot.
68%
Percentage of customers that say bot-driven messaging is the most convenient way to contact a business.
69%
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 jzeng@ama.org.