Microsoft is struggling to compete with OpenAI’s ChatGPT in the consumer artificial intelligence market, despite being an early adopter and major investor in AI technology.
According to market intelligence firm Sensor Tower, ChatGPT dominates the mobile AI chatbot space with more than 540 million monthly active users on smartphones. This figure exceeds the combined total of all major competitors, including Microsoft’s Copilot, Google’s Gemini, China’s DeepSeek, Perplexity, and Anthropic’s Claude.
Microsoft rolled out its first AI tools for search and web browsers in February 2023, less than three months after ChatGPT’s public release. Google followed with AI features in search a month later. However, the early market entry has not translated into significant user adoption for Microsoft’s consumer-facing Copilot.
“ChatGPT is clearly the household name,” said Bob O’Donnell, president of Technalysis Research.
Microsoft’s AI unit has developed a chatbot capable of fluid conversations with an intuitive interface. However, users face technical glitches, factual errors common to AI chatbots, and limited functionality outside chat conversations. The limitations are particularly noticeable on Windows, representing a missed opportunity for the company that operates most of the world’s computers.
Microsoft’s strategy focuses on positioning Copilot as a companion for users seeking advice or emotional support, rather than just a search replacement. Consumer AI chief Mustafa Suleyman has emphasized that Copilot must be “in your corner, by your side and always strongly aligned with your interest.”
The company believes the next wave of AI adoption will come from younger users seeking companionship, moving beyond the current primary use case of replacing web search.
Despite consumer market challenges, Microsoft appears to be finding success with business clients. The company is working to integrate Copilot into its Microsoft 365 productivity suite for corporate customers. While Microsoft hasn’t disclosed specific user numbers or financial returns, analysts surveying corporate technology buyers report that Copilot is performing well in business environments.
However, industry observers note that consumer preferences can eventually influence business adoption. The example of BlackBerry’s corporate dominance being undermined by employee demand for iPhones serves as a cautionary tale for Microsoft.
The broader AI chatbot market remains in early stages, with competitors like DeepSeek experiencing initial excitement followed by declining interest. This suggests the race for AI dominance is far from over, though OpenAI’s ChatGPT maintains a commanding lead.
A key question for Microsoft and other companies investing heavily in AI is whether the chatbot market will follow the search engine model, where second place finishes far behind the leader, or develop into a more distributed competitive landscape.
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