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Eric Keller
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Senior director analyst at Gartner, specializing in customer service and support practices.
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Customers prefer ChatGPT to your company’s AI chatbot
TechCentral - Jul 10, 2026
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.
ChatGPT
Johnstone Makhubu
Gartner
Eric Keller
South African Revenue Service
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