Customers are 3x more likely to use ChatGPT than company chatbots for support. Despite 12% of 2025 budgets going to AI, only 24% of teams saw returns, as most bots answer questions but can't complete tasks.

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Customers are three times more likely to use ChatGPT than a company's own chatbot for service issues, according to Gartner. Despite customer-service teams spending 12% of their 2025 budgets on AI, only 24% saw positive returns — largely because company bots answer questions but can't complete tasks like humans expect.

Customers prefer ChatGPT to company chatbots, Gartner finds

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