Published: 21 September 2022
The chatbot market is growing at a rapid rate, but research shows that a significant number of customer service and support leaders find low to moderate value in existing chatbots. This research gives leaders the information they need to develop chatbots that deliver value and exceed expected ROI.
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By 2025, the chatbot market worldwide is expected to be worth $9.4 billion, and the projected retail spend on chatbots will hit $142 billion.
Seventy-nine percent of CIOs expect an increase in self-service investment by 2024.
In 2022, 54% of organizations use a form of chatbot, but 51% of customer service and support leaders find low to moderate value in them.
When developing chatbots as part of service and support channel strategy and execution:
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