Your customers would rather use ChatGPT than your chatbot, Gartner finds
Businesses spent big on AI to answer their customers. The customers had other ideas. People are approximately three times more likely to use a third-party GenAI tool, such as ChatGPT, than a company’s own chatbot to sort out a service problem, according to Gartner, Inc.
The firm, a research and advisory company, surveyed 3,566 customers in February and March. Use of outside GenAI tools during service interactions has nearly doubled in a year. Use of company chatbots has barely moved since 2022. Consumers, meanwhile, have embraced these tools, and half the US public now uses AI chatbots.
Money in, little out
The spending tells the other half of the story. A separate Gartner survey of 1,303 senior leaders found customer-service teams put a median 12 per cent of their 2025 budget into AI, more than any other business function. Only 24 per cent saw a positive financial return.
“The disappointing...
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