B
Evidence Grade B
Graded
under review
Safe to Cite
Dated
20%
20% -- chatbot adoption rate for Chatbots (enterprise customer service) (2020)
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
20%
Unit
Percentage
Data Vintage
2020
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Gartner
Primary
Tier B
https://www.purespeechtechnology.com/conversational-ai/3-tips-for-your-voice-and-chatbot-program-fro… ↗
Source Article
3 Tips for your Voice and Chatbot Program from Gartner's Customer Service Hype Cycle 2020 - Pure Speech Technology
A great customer experience (CX) is at the core of every leading organization. To achieve this goal, companies use diverse technologies. Examples of customer service and support technologies include Voice and Chatbot solutions. However, how does each technology contribute to the customer experience …
Original Research
Gartner
· Original study ↗
Methodology
Gartner Hype Cycle for Customer Service and Support 2020; adoption rose from 20% to 50% vs prior year, with expected 100% increase in 2-5 years before plateau
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Chatbots (enterprise customer service): 20% chatbot adoption rate. Source: Gartner (2020). Via Lighthouse Intelligence -- https://lighthousedata.io/data/chatbot-adoption-gartner-2020
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<blockquote cite="https://lighthousedata.io/data/chatbot-adoption-gartner-2020" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>20%</strong> -- chatbot adoption rate for Chatbots (enterprise customer service)<br><small>Source: Gartner (2020) · <a href="https://lighthousedata.io/data/chatbot-adoption-gartner-2020" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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