Unofficial third-party GenAI tools to resolve 40% of customer issues by 2027: Gartner
CONNECTICUT, UNITED STATES — Generative artificial intelligence (GenAI)-powered third-party tools are projected to resolve 40% of all customer service issues by 2027, according to a report from Gartner.
These unofficial tools, including platforms like ChatGPT, Google AI Overviews, and Apple Intelligence, are transforming the customer service landscape by delivering fast, accessible, and low-effort solutions that customers increasingly prefer.
“There is a transformation in customer behavior and a reset in their expectations with GenAI continuing to reshape the customer service landscape,” said Daniel O’Sullivan, Senior Director Analyst in Gartner’s Customer Service and Support practice.
“As customers increasingly self-solve issues through GenAI-enabled tools, there will be diminished demand for official first-party service. When customers do have to engage with first-party service, their expectations will be higher.”
Why third-party AI platforms are gaining popularity
Third-party GenAI platforms are becoming preferred solutions for consumers because they integrate seamlessly into everyday devices and apps. Unlike traditional first-party service channels, which may involve navigating unfamiliar interfaces or waiting for assistance, these tools provide immediate and conversational resolutions.
“Leaders should create differentiated self-service experiences for customers and focus investments on more sophisticated queries that third-party options cannot easily handle,” O’Sullivan advised.
He also emphasized the importance of monitoring the evolving third-party GenAI landscape: “They must keep a close eye on the fast-changing third-party space, monitoring quality and availability of third-party GenAI responses and concentrating their investments on self-service capabilities that supplement, rather than replace, third-party options.”
Customer expectations evolve with GenAI adoption
As consumers become accustomed to the convenience of GenAI tools, their expectations for service quality are rising. According to a Gartner survey conducted in mid-2024 among 187 service leaders, 84% agreed that customer expectations have increased compared to previous years.
While third-party platforms handle simpler queries effectively, some complex issues will still require first-party support.
“Service and support leaders must evolve their customer experience and channel strategies to reflect these profound shifts and meet customer needs in this AI-driven world,” O’Sullivan stated.
Strategies for service leaders in an AI-driven world
To navigate this changing landscape, Gartner recommends that customer service leaders embrace the advantages of first-party data while keeping pace with advancements in third-party GenAI. By deploying conversational AI across channels and personalizing interactions through data insights, businesses can enhance customer loyalty and satisfaction.
“GenAI is not replacing first-party service—it’s complementing it,” O’Sullivan emphasized. “The key is to strike a balance that meets customer needs while maintaining strong relationships.”
As generative AI continues to revolutionize customer service, businesses must act quickly to adapt their strategies to these significant shifts in consumer behavior and expectations.
