Customers prefer ChatGPT to your company’s AI chatbot
- Customers are three times more likely to use third-party generative AI tools than company chatbots.
- The use of third-party generative AI tools for service interactions has nearly doubled in the past year.
- Only 24% of service leaders reported positive financial returns from their AI investments.
The findings suggest a critical need for organizations to reevaluate their AI strategies in customer service. Instead of continuing to invest in traditional chatbots, businesses should focus on creating integrated AI solutions that align with customer expectations for action-oriented support. This shift could enhance customer satisfaction and improve financial outcomes.
