EOS Chatbot Survey 2021

Overview of all Chatbot Survey results.

If you’d like an overview of key findings from the survey or want to pass them on to your colleagues, simply download our concise survey report.

Download Survey Report (PDF)

More and more companies in Europe are using chatbots

The technology offers a lot of potential for communication and thus benefits not just companies and customers, but employees as well.

Two out of three companies in Europe are already using chatbots. The results of the recent Chatbot Survey 2021 by the EOS Group provide fascinating insights into how chatbots are currently being used and what expectations will be imposed on them in the future.

Overview of key findings

  • 65 percent of European companies in the B2C segment are already using chatbots in their contacts with customers. Another 15 percent of companies aim to introduce a chatbot in the next five years.

  • So far, the intelligence level of the chatbots is in the mid-range. One in four is a very simple, rules-based chatbot.

  • A majority of chatbots only handle the initial contact. The next most popular uses are for customer service and providing product advice.

Chatbots are very popular in companies, but there is still a lot of untapped potential.

The 2021 Chatbot Survey by the EOS Group show what companies are using chatbots for and where they are not using them.

Prime examples like the WHO Health Alert show that there’s barely a communication tool today that is more efficient than the chatbot. The World Health Organization (WHO) bot answered 13.5 million questions alone using the messenger service WhatsApp, and did so in 19 languages! It is therefore not surprising that many companies also want to make use of the communication skills of these digital helpers, especially as chatbots are not just able to communicate but can also gather data in the process.

  • Two out of three companies already using bots

    Just under two-thirds of European companies are already using chatbots, and the numbers are set to grow. But how many of them are really exhausting the potential of this trending technology? As the results of the survey show, in most cases their use is limited to the initial contact with customer service. Although collecting data is regarded as one of the major advantages of a chatbot, in practice only a few companies are using chatbots for this purpose. One reason for this is data privacy constraints.

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  • What is a chatbot?

    A chatbot is a virtual assistant capable of conversing with human beings in natural language. Users ask a question via text or audio inputs and receive an immediate automated response from the chatbot. The intelligence level of chatbots can vary enormously. In their simplest form, they answer predefined questions with standardized information. However, when supported by artificial intelligence (AI), they can now also address very specific requests from users.
    Download Survey Report (PDF)

Chatbots relieve people of a great deal of work, and thus improve employee satisfaction.

Chatbots offer a win-win situation for companies, employees and customers.

It’s not just since movies like Terminator or iRobot that people have had an ambivalent relationship to intelligent technology. When companies introduce automation, for example, people are often concerned about losing their jobs. The results of the chatbot survey show that by using chatbot technology, companies are not just striving to benefit customers but also to achieve a greater level of satisfaction among their employees, by reducing their workload. This allows all parties to benefit from the use of the digital helpers: employees, customers, and the companies themselves.

  • Humans and chatbots – a match made in heaven?

    With their round-the-clock availability and fast responsiveness, chatbots give companies good reasons to integrate them into their communication with customers. But these digital assistants are not going to replace their human co-workers. They are simply relieving them of tedious routine tasks so that they have more time for the really important jobs.

    Read article

Structure of EOS Chatbot Survey 2021

  • Respondents

    • 2,800 companies from 14 European countries
    • Companies in the B2C segment, with a minimum workforce of 20 and annual revenue of at least €5 million (with the exception of Croatia)
    • 200 computer-assisted phone interviews per country
  • Countries

    Germany, Denmark, Belgium, Switzerland, Spain, France, Poland, Slovakia, Slovenia, Croatia, Hungary, Bulgaria, Romania and Russia

  • Service provider


Increasingly, EOS is using modern technologies like self-learning AI applications in its day-to-day operations. More and more of the EOS Group’s national subsidiaries are also using chatbots in their communication with defaulting payers. The findings of the EOS Chatbot Survey 2021 provide insights into how widespread and well-developed the technology already is in European companies and what these companies expect for the future.

Downloads and Services

Download the study report as a PDF:

If you would like to take a look at the detailed results of the survey please don’t hesitate to contact us!

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