Data report
How much chat automation saves on support
How much businesses save on support with chatbots and under what conditions: data on the savings and their limits — with primary sources.
Chat automation doesn’t save on support by itself — only when it fully resolves routine requests. The headline figure carries an important condition: savings appear when the bot solves a request, not just receives it.
Key figures
- A chatbot cuts support costs by around 30% — when it fully closes up to 80% of routine IBM
- By 2027 chatbots will be the primary support channel for ~a quarter of organisations (forecast) Gartner, 2022
How much does a bot actually save?
The figure is significant but conditional: Per IBM, a chatbot cuts support costs by around 30% — but only when it fully closes up to 80% of routine requests IBM . The key word is «fully»: savings come from a resolved request, not a redirected one.
Where is the support market heading?
The direction is clear: Per Gartner’s forecast, by 2027 chatbots will become the primary support channel for about a quarter of organisations Gartner, 2022 . That’s a forecast, so we present it as a direction, not an established fact.
Why aren’t the savings automatic?
Having a bot doesn’t create savings. If it takes a request but doesn’t close it, the work is simply duplicated — the customer still reaches a human. The gain comes only from the share of requests the bot resolves without a human.
Where do these figures come from?
The figures come from industry studies and forecasts; each carries a primary source. Forecast values (Gartner) are marked as forecasts. Real savings depend on the niche and the share of typical requests, so measure your own effect on your own request flow.
Frequently asked questions
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01 How much does a chatbot save on support?
Per IBM, a chatbot cuts support costs by around 30% — with an important condition: when it fully resolves up to 80% of routine requests, not just passes them to a human.
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02 Why do the savings depend on conditions?
Because value comes only from full resolution. If the bot takes a request but doesn't close it, the work is simply duplicated: the customer still reaches a human, and there are no savings.
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03 Will chatbots become the main support channel?
Per Gartner's forecast, by 2027 chatbots will become the primary support channel for about a quarter of organisations. That's a forecast, not a fact, so read it as a direction, not a guarantee.
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04 Does this mean humans aren't needed in support?
No. The savings come from automating the routine — typical repeated questions. Complex cases, complaints and non-standard situations are still handled more effectively by a human, so the optimum is a combination, not a replacement.
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05 How do you get these savings in practice?
First identify which requests are genuinely typical and repeated, and automate exactly those to full resolution. Savings come not from having a bot but from the share of requests it closes without a human.
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