Your customers would rather use ChatGPT than your chatbot, Gartner finds
THE SO WHAT
If customers are ~3x more likely to go to ChatGPT than your own support bot, your AI spend is subsidizing someone else’s interface while you keep the liability. Treat third-party GenAI as a channel you must integrate into—optimize content, flows, and guardrails for where users actually are, instead of forcing them into underpowered proprietary chat widgets.
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