The retail chatbot market: how much business invests

Frequently asked questions

1. 01 How big is the retail chatbot market?

   Retail spending through chatbots is estimated at around $12 billion in 2023 with a forecast to grow to $72 billion by 2028, per Juniper Research. That shows the channel is moving quickly from niche to mainstream.

2. 02 How reliable is the $72 billion forecast?

   It's a forecast, not a fact, so read it as an expected direction rather than a guaranteed figure. We present both the 2023 base value and the forecast so the difference between fact and expectation is transparent.

3. 03 What does this growth mean for a small business?

   That automation tools are becoming more accessible and familiar: the bigger the market, the more ready-made solutions and the lower the barrier to entry. A small business doesn't have to build a bot from scratch — ready options suffice.

4. 04 Does market growth mean everyone needs a bot?

   No. Market size shows a trend, not a necessity for everyone. A bot is justified where there's a flow of typical requests; with a few enquiries a week, maintaining one may not pay off.

5. 05 Why does retail lead chatbot spending?

   Because retail has many typical, repeated requests — availability, price, order status — which a bot closes most easily. It's that high share of routine that makes automation in retail especially cost-effective.