A recent Gartner survey reveals a notable gap between customer interest in using chatbots and their actual behavior. While 49 percent of customers said they would be willing to use a chatbot if a company offered one, only 7 percent actually used one during their most recent customer service interaction. Additionally, just 27 percent of customers would consider reusing a chatbot after a negative experience, indicating that poor performance can quickly deter future use. Chatbots, also known as "chatterbots," are software tools designed to simulate conversation and assist with customer inquiries. Although they have been around for decades, modern chatbots have gained popularity due to advances in artificial intelligence, particularly generative AI (GenAI), which enables them to create human-like text. Companies have increasingly used chatbots for customer service, especially through virtual assistants. However, despite this technological progress, chatbot use remains limited in practice. Eric Keller, a principal analyst at Gartner, highlights that while customers express interest in using chatbots, their behavior is heavily influenced by past experiences. If a chatbot fails to understand a customer’s issue, provides generic responses, or makes it harder to reach a human agent, customers are likely to switch to other service channels. Gartner found that customers are about three times more likely to use third-party GenAI tools—such as ChatGPT, Gemini, or Claude—than company-provided chatbots during their last customer service interaction. This suggests that chatbot adoption is not just about availability but also about perceived effectiveness and reliability. Customer service managers should focus on ensuring that chatbots are dependable and effective in solving specific problems rather than trying to handle all customer inquiries. A chatbot that consistently solves a narrow range of issues can build trust, whereas one that frequently fails may discourage users. Gartner emphasizes that chatbots should not trap customers in unproductive interactions but should instead provide clear pathways to human assistance when needed. To improve chatbot performance, managers are advised to start with targeted and well-tested implementations, focusing on problems that the chatbot can resolve with high accuracy. As chatbot capabilities are proven, their scope can be gradually expanded. The ultimate goal is not to force every interaction through a chatbot, but to guide customers toward the most efficient solution—whether through AI, a human agent, or a combination of both. According to Gartner, 87 percent of customers consider access to a human agent essential when using GenAI in customer service.