In 2021, AI chatbots saw a 45% year-on-year increase in usage, and in 2023, 69% of consumers were satisfied with their last interaction with a chatbot (with 21% of respondents remaining neutral).
We also know that the uptake on chatbots in recent years (or post-pandemic) has increased. In 2021, AI chatbots saw a 45% year-on-year increase in usage, and in 2023, 69% of consumers were satisfied with their last interaction with a chatbot (with 21% of respondents remaining neutral). In addition, 64% of businesses trust chatbots to provide personalised customer support rather than regular customer service.