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In customer service, third-party generative AI tools are beating brand chatbots

Retail Dive / 13 July 2026 / 8h ago

Culture Index

Score Breakdown

Relevance

14/25

Freshness

25/25

Authority

18/20

Brand Signal

1/15

Depth

3/15

5-Axis Cultural Radar

While consumers' use of third-party generative AI tools has doubled in the past year alone, company-provided chatbot usage hasn’t statistically increased since 2022, Gartner found.

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In customer service, third-party generative AI tools are beating brand chatbots

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