The 9 Things You Need to Know About Chatbots

Chatbots are software (oftentimes within a messaging app) that use artificial intelligence to mimic human conversation. As chatbots go mainstream in customer service, commerce, and content delivery, here’s what you need to know.

1. 58% of Millennials have already used a chatbot, and 53% of the rest are interested in trying one.
2. 70% of users were happy with their experience.
3. Women are more likely to use chatbots than men, by a significant margin.
4. The key benefits expected from chatbots are 24-hour service, instant responses, and convenience.
5. Emergency answers, being forwarded to the appropriate person, purchasing items, and resolving complaints top the list of what consumers want from chatbots.
6. Virtually all Millennials are interested in learning about deals, products, and services via chatbots.
7. 67% of Millennials are likely to buy via chatbot, with 38% very likely to make a purchase.
8. Globally, consumers are most interested in seeing chatbots in the financial services, retail, and travel/hospitality industries.
9. Early adopters—including Sephora and Pizza Hut—are already deep into experimenting with chatbots.

         
Sources: MyClever 2016, OpenMarket 2017, Retale 2017, Venture Beat 2016