AIThe Next Webabout 3 hours ago
Customers prefer ChatGPT over company chatbots
1 min read
Customers are three times more likely to use ChatGPT than a company's own chatbot for service issues, Gartner found. Use of outside GenAI tools nearly doubled in a year while company chatbot use barely moved since 2022. Only 24% of customer-service AI investments saw a positive financial return.
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