Gartner has found that customers favor ChatGPT over company chatbots.

      Businesses have invested heavily in AI to assist their customers, but consumers are opting for different solutions. According to Gartner, Inc., individuals are roughly three times more inclined to use third-party GenAI tools, like ChatGPT, instead of a company's own chatbot for resolving service issues.

      The research and advisory firm surveyed 3,566 customers between February and March. The use of external GenAI tools during service interactions has nearly doubled over the past year, while the utilization of company chatbots has seen little change since 2022. Meanwhile, half of the US population has adopted AI chatbots.

      Budget versus returns

      The financial commitment reflects a broader trend. Another Gartner survey of 1,303 senior leaders revealed that customer service teams allocated a median of 12 percent of their 2025 budget to AI, more than any other business area. However, only 24 percent reported a positive financial return.

      Eric Keller, a senior director analyst at Gartner, stated that the underwhelming results of customer-facing GenAI investments stem more from a disconnect with customer expectations than from technological limitations. He suggested that companies should create AI-enabled service experiences that integrate both digital and voice channels rather than relying solely on standalone bots.

      Shifts in expectations

      Consumer expectations have evolved. People now prefer AI to perform tasks rather than merely respond to inquiries. Among GenAI users, 58 percent reported using it for tasks on their behalf, and this figure rises to 74 percent in business-to-business contexts. Customers anticipate that the bot will complete tasks such as booking appointments, submitting documents, or updating accounts, while many company chatbots currently only provide answers. This disconnect may explain the shift towards tools that offer complete assistance.

      Significance

      Customer service has emerged as an early indicator of whether enterprise AI delivers value. Thus far, the investment has outpaced results, a trend observed across various industries. Meanwhile, AI labs focus on similar tasks, and competitors continue to invest in support-AI. Companies that view GenAI merely as an add-on chatbot risk losing their customers to competitors’ more effective AI solutions.

      Additionally, it's worth noting that consumers still prefer to speak with a human when the bot is unable to assist.