--- title: Customers prefer ChatGPT to company chatbots, Gartner finds description: A Gartner survey of 3,566 customers found people are three times more likely to use third-party GenAI tools like ChatGPT than company-provided chatbots for... canonical: https://daily.dev/posts/customers-prefer-chatgpt-to-company-chatbots-gartner-finds-fzaszkirx twitter:card: summary_large_image twitter:site: @dailydotdev og:type: website og:site_name: daily.dev og:title: Customers prefer ChatGPT to company chatbots, Gartner finds | daily.dev og:description: A Gartner survey of 3,566 customers found people are three times more likely to use third-party GenAI tools like ChatGPT than company-provided chatbots for... og:url: https://daily.dev/posts/customers-prefer-chatgpt-to-company-chatbots-gartner-finds-fzaszkirx og:image: https://api.daily.dev/og/posts/fZaSzKIRx.png og:image:alt: Customers prefer ChatGPT to company chatbots, Gartner finds og:image:width: 1200 og:image:height: 630 og:locale: en --- > ## Documentation Index > Fetch the complete documentation index at: https://daily.dev/llms.txt > Use this file to discover all available pages before exploring further. # Customers prefer ChatGPT to company chatbots, Gartner finds **[The Next Web](https://daily.dev/sources/tnw)** · 2 min read · 0 upvotes · 0 comments ## Summary A Gartner survey of 3,566 customers found people are three times more likely to use third-party GenAI tools like ChatGPT than company-provided chatbots for customer service. Use of outside GenAI tools nearly doubled in a year, while company chatbot adoption has barely moved since 2022. Despite customer-service teams allocating a median 12% of their 2025 budgets to AI — more than any other business function — only 24% saw a positive financial return. The core issue is a shift in customer expectations: 58% of GenAI users want the AI to act on their behalf (book appointments, submit documents), not just answer questions. Gartner analysts argue the problem is misalignment with customer expectations, not technology limitations, and recommend building integrated AI-enabled service journeys rather than standalone bots. ## Full article daily.dev links to this article rather than hosting it. Read it at the original source: ## Similar posts on daily.dev - [Customers prefer ChatGPT to your company’s AI chatbot](https://daily.dev/posts/customers-prefer-chatgpt-to-your-company-s-ai-chatbot-2shk3a4c7) · TechCentral · 1 upvotes · 0 comments - [Brits believe the bots even though they spout nonsense](https://daily.dev/posts/brits-believe-the-bots-even-though-they-spout-nonsense-xvvh71pq4) · The Register · 1 upvotes · 0 comments - [ChatGPT: Everything you need to know about the AI chatbot](https://daily.dev/posts/chatgpt-everything-you-need-to-know-about-the-ai-chatbot-nk5itckmi) · TechCrunch · 1 upvotes · 0 comments - [The Answer Used to Be the Hard Part. Now…](https://daily.dev/posts/the-answer-used-to-be-the-hard-part-now--lej7iueba) · Medium · 0 upvotes · 0 comments - [Half of Americans now use AI chatbots, but 40% think AI will make society worse and two-thirds don’t trust the government to regulate it](https://daily.dev/posts/half-of-americans-now-use-ai-chatbots-but-40-think-ai-will-make-society-worse-and-two-thirds-don-t-fmsgsjhyu) · The Next Web · 0 upvotes · 0 comments --- Tags: [#ai](https://daily.dev/tags/ai), [#genai](https://daily.dev/tags/genai), [#chatgpt](https://daily.dev/tags/chatgpt), [#bots](https://daily.dev/tags/bots), [#customer-service](https://daily.dev/tags/customer-service) [View this post on daily.dev](https://daily.dev/posts/customers-prefer-chatgpt-to-company-chatbots-gartner-finds-fzaszkirx) ```json {"@context":"https://schema.org","@graph":[{"@type":"Organization","@id":"https://daily.dev/#organization","name":"daily.dev","url":"https://daily.dev","logo":{"@type":"ImageObject","url":"https://daily.dev/apple-touch-icon.png","width":180,"height":180},"sameAs":["https://twitter.com/dailydotdev","https://github.com/dailydotdev","https://www.linkedin.com/company/daily-dev-ltd"]},{"@type":"WebSite","@id":"https://daily.dev/#website","url":"https://daily.dev","name":"daily.dev","publisher":{"@id":"https://daily.dev/#organization"},"potentialAction":{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https://daily.dev/search?q={search_term_string}"},"query-input":"required name=search_term_string"}}]} {"@context":"https://schema.org","@type":"TechArticle","headline":"Customers prefer ChatGPT to company chatbots, Gartner finds","url":"https://daily.dev/posts/customers-prefer-chatgpt-to-company-chatbots-gartner-finds-fzaszkirx","mainEntityOfPage":{"@type":"WebPage","@id":"https://daily.dev/posts/customers-prefer-chatgpt-to-company-chatbots-gartner-finds-fzaszkirx"},"datePublished":"2026-07-08T16:57:06.626Z","dateModified":"2026-07-08T17:05:43.896Z","description":"A Gartner survey of 3,566 customers found people are three times more likely to use third-party GenAI tools like ChatGPT than company-provided chatbots for...","image":"https://media.daily.dev/image/upload/f_auto,q_auto/v1/posts/7aae10c90fbfde369b38baf0c98d9e4f?_a=AQAEuop","thumbnailUrl":"https://media.daily.dev/image/upload/f_auto,q_auto/v1/posts/7aae10c90fbfde369b38baf0c98d9e4f?_a=AQAEuop","isAccessibleForFree":true,"articleSection":"The Next Web","inLanguage":"en","publisher":{"@type":"Organization","name":"daily.dev","url":"https://daily.dev","logo":{"@type":"ImageObject","url":"https://daily.dev/apple-touch-icon.png","width":180,"height":180}},"author":{"@type":"Organization","name":"The Next Web","logo":"https://media.daily.dev/image/upload/t_logo,f_auto/v1/logos/tnw","url":"https://daily.dev/sources/tnw"},"commentCount":0,"discussionUrl":"https://daily.dev/posts/customers-prefer-chatgpt-to-company-chatbots-gartner-finds-fzaszkirx","interactionStatistic":[{"@type":"InteractionCounter","interactionType":{"@type":"LikeAction"},"userInteractionCount":0},{"@type":"InteractionCounter","interactionType":{"@type":"CommentAction"},"userInteractionCount":0}],"keywords":"ai,genai,chatgpt,bots,customer-service","timeRequired":"PT2M"} {"@context":"https://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://daily.dev"},{"@type":"ListItem","position":2,"name":"The Next Web","item":"https://daily.dev/sources/tnw"},{"@type":"ListItem","position":3,"name":"Customers prefer ChatGPT to company chatbots, Gartner finds"}]} ```