Our survey of chatbots deployed on the Botnation AI platform reveals 2 findings, which we detail in the following lines:
- The most common and obvious use for chatbots is dynamic FAQs. The chatbot is the ideal tool for directing web users.
- A chatbot isn’t tailored to any particular sector: it’s useful for any business, be it charitable or financial, craft or industrial, small, medium or large.
Here are our highly instructive findings!
Paris, September 10, 2021
Botnation, the French platform for creating scalable chatbots, unveils a survey of more than 530 chatbots spread across a representative sample of France’s major business sectors. An analysis of over 779,000 active conversations shows impressive differences in usage.
TOP 6 uses for chatbots
1. Dynamic FAQs
Internet users always have a lot of questions when they’re searching. This is the primary use for chatbots, along with FAQs. This is the most common setting, with almost 40% of usage.
2. Lead generation
In second place, chatbots are used by 22% to collect new customers via email addresses or business-related information.
3. Customer service
After-sales service only comes third, with a 15% share.
4. Marketing
The chatbot can be used to highlight certain products and services via marketing (11%).
5. Purchasing assistant
For 7% of uses, the chatbot is used as a purchasing assistant.
6. Other
Finally, 6% use chatbots for other purposes (games, onboarding, news, etc.).
| Ranking | Uses | % |
| 1 | Dynamic FAQs | 39,51% |
| 2 | Lead Generation | 21,55% |
| 3 | Customer service (after-sales, etc.) | 14,56% |
| 4 | Marketing (product presentation) | 11,15% |
| 5 | Purchasing assistant | 7,37% |
| 6 | Other (games, onboarding, news) | 5,86% |
“Our customers easily create lists that summarize all the questions asked on a recurring basis. These lists are accompanied by the corresponding answer(s). In this way, a chatbot saves precious time, by sparing a customer service department from asking the same questions over and over again,” explains Emmanuel FRANÇOISE.
What sectors are chatbots so popular in?
Among the 530 chatbots studied under the microscope, it’s clear that all business sectors are represented. However, some are much more prominent than others. Such is the case of the education sector, which accounts for 7.55% of the panel studied, just ahead of transport with 6.62% and healthcare with 6.05%.
| Ranking | Industries | % |
| 1 | Training | 7,56% |
| 2 | Health | 6,05% |
| 3 | Leisure | 6,05% |
| 4 | Finance | 5,67% |
| 5 | Tourism | 5,48% |
| 6 | Power supply | 4,35% |
| 7 | Real Estate | 3,97% |
| 8 | Administrations | 3,21% |
| 9 | Teaching | 3,21% |
| 10 | Restaurants | 2,84% |
| 11 | Beauty – Aesthetics | 2,65% |
| 12 | Marketing Agency | 2,08% |
| 13 | Building | 1,70% |
” As we studied the uses of our chatbots, we also classified them by sector, and the big surprise is that these areas are really fragmented. In fact, Botnation can be used by any company, but we were surprised to see some “leaders” emerge, such as the training sector with requests for schedules, course progress, costs, etc., or the transport sector with its share of timetables, maps and fares. Health and leisure are also among the leaders, with 6.05%, as they raise a lot of questions in these complicated times, and companies clearly have fewer human resources at the moment to answer them”, commented Emmanuel FRANÇOISE.
* Methodology: survey of 530 chatbots on the BotNation platform throughout 2020 and up to July 2021. The analysis covers 779,129 active conversations.
About Botnation
Founded in 2017 by Emmanuel FRANÇOISE, Botnation is a chatbot creation platform based on proprietary AI. Botnation offers a freemium, ergonomic and “nocode” offering including free tutorials and templates. The platform simplifies chatbot creation for all websites, WordPress, Facebook Messenger, Instagram and Whatsapp. The platform can be used live by companies, agencies and even students wishing to discover the power of artificial intelligence developed by Botnation. The Botnation team is made up of 10 people, divided between Paris and Rennes. The company already has several hundred customers, including major accounts such as Cdiscount, Enedis, Keolis, Société Générale and Facebook, as well as hundreds of SMEs and agencies such as Havas and BeOnPerf.
In just 4 years, Botnation has generated tens of millions of conversations and billions of exchanged messages.
