Your customers would rather use ChatGPT than your chatbot, Gartner finds

Gartner's survey shows customers prefer third-party AI tools like ChatGPT over company chatbots for service issues, with usage of external AI nearly doubling in a year. Despite heavy investment in AI by customer service teams, financial returns remain low, partly due to chatbots not completing tasks customers expect. Customers increasingly want AI to perform actions, not just provide answers, highlighting a gap in current company chatbot capabilities.