Gartner stated: “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.” https://www.gartner.com/imagesrv/summits/docs/na/customer-360/C360_2011_brochure_FINAL.pdf

that doesn’t necessarily mean “chatbots are taking over 85%”, but other media will be more dominent like automated shopping through a website, etc.