--- title: Customers prefer ChatGPT to your company’s AI chatbot description: Gartner research from a survey of 3,566 customers finds that people are three times more likely to use third-party generative AI tools like ChatGPT than... canonical: https://daily.dev/posts/customers-prefer-chatgpt-to-your-company-s-ai-chatbot-2shk3a4c7 twitter:card: summary_large_image twitter:site: @dailydotdev og:type: website og:site_name: daily.dev og:title: Customers prefer ChatGPT to your company’s AI chatbot | daily.dev og:description: Gartner research from a survey of 3,566 customers finds that people are three times more likely to use third-party generative AI tools like ChatGPT than... og:url: https://daily.dev/posts/customers-prefer-chatgpt-to-your-company-s-ai-chatbot-2shk3a4c7 og:image: https://api.daily.dev/og/posts/2sHk3a4C7.png og:image:alt: Customers prefer ChatGPT to your company’s AI chatbot 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 your company’s AI chatbot **[TechCentral](https://daily.dev/sources/techcentral)** · 3 min read · 1 upvotes · 0 comments ## Summary Gartner research from a survey of 3,566 customers finds that people are three times more likely to use third-party generative AI tools like ChatGPT than company-provided chatbots for customer service. Despite customer service leaders allocating the highest share of AI budgets (median 12% in 2025) among business functions, only 24% report positive financial returns. Use of third-party AI tools has nearly doubled in a year while company chatbot usage has remained flat since 2022. Customers increasingly want AI to complete tasks on their behalf, not just answer questions, and expect access to human agents. Gartner recommends organizations shift from standalone chatbots to AI-enabled, action-oriented service journeys across digital and voice channels. ## 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 company chatbots, Gartner finds](https://daily.dev/posts/customers-prefer-chatgpt-to-company-chatbots-gartner-finds-fzaszkirx) · The Next Web · 0 upvotes · 0 comments - [ChatGPT mostly used for help with writing, research](https://daily.dev/posts/chatgpt-mostly-used-for-help-with-writing-research-u71dbvaev) · The Register · 0 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 --- Tags: [#genai](https://daily.dev/tags/genai), [#chatgpt](https://daily.dev/tags/chatgpt), [#customer-service](https://daily.dev/tags/customer-service) [View this post on daily.dev](https://daily.dev/posts/customers-prefer-chatgpt-to-your-company-s-ai-chatbot-2shk3a4c7) ```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 your company’s AI chatbot","url":"https://daily.dev/posts/customers-prefer-chatgpt-to-your-company-s-ai-chatbot-2shk3a4c7","mainEntityOfPage":{"@type":"WebPage","@id":"https://daily.dev/posts/customers-prefer-chatgpt-to-your-company-s-ai-chatbot-2shk3a4c7"},"datePublished":"2026-07-10T07:45:38.427Z","dateModified":"2026-07-10T07:46:00.976Z","description":"Gartner research from a survey of 3,566 customers finds that people are three times more likely to use third-party generative AI tools like ChatGPT than...","image":"https://media.daily.dev/image/upload/f_auto,q_auto/v1/posts/ae0c103cbb6d888a1e396b4986081a4b?_a=AQAEuop","thumbnailUrl":"https://media.daily.dev/image/upload/f_auto,q_auto/v1/posts/ae0c103cbb6d888a1e396b4986081a4b?_a=AQAEuop","isAccessibleForFree":true,"articleSection":"TechCentral","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":"TechCentral","logo":"https://media.daily.dev/image/upload/s--RsqLDZrL--/f_auto/v1717745297/logos/techcentral","url":"https://daily.dev/sources/techcentral"},"commentCount":0,"discussionUrl":"https://daily.dev/posts/customers-prefer-chatgpt-to-your-company-s-ai-chatbot-2shk3a4c7","interactionStatistic":[{"@type":"InteractionCounter","interactionType":{"@type":"LikeAction"},"userInteractionCount":1},{"@type":"InteractionCounter","interactionType":{"@type":"CommentAction"},"userInteractionCount":0}],"keywords":"genai,chatgpt,customer-service","timeRequired":"PT3M"} {"@context":"https://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://daily.dev"},{"@type":"ListItem","position":2,"name":"TechCentral","item":"https://daily.dev/sources/techcentral"},{"@type":"ListItem","position":3,"name":"Customers prefer ChatGPT to your company’s AI chatbot"}]} ```