Best AI for customer service replies / head-to-head
Gemini 3.1 Pro Preview vs GPT-5.6 Terrafor customer service replies
Dead heat: 97 each
Same 12 customer service replies tasks, marked blind by three rival labs. Tested 14 Aug 2026.
Where they differed most
Write a status update 90 minutes into an outage with no fix yet. Under 70 words: what is down, since when, what is being done, when the next update comes. No 'we take this seriously', no cause speculation.
Core platform services have been unavailable for the past 90 minutes. Our engineering team is actively investigating the issue and working to restore access. There is currently no estimated time for a resolution. We will provide the next update in 30 minutes.
**Status Update:** Service remains unavailable since [time]. Our engineering team is actively investigating and working to restore service. No fix is available yet. We will provide the next update by [time, 30 minutes from now].
Task by task
| Task | Gemini 3.1 Pro Preview | GPT-5.6 Terra |
|---|---|---|
| Refund the easy way | 10 | 10 |
| Say no without weasel words | 10 | 10 |
| Reply to a 1-star review | 10 | 10 |
| The confused customer | 9 | 10 |
| De-escalate a threat | 10 | 10 |
| The feature you won't build | 10 | 10 |
| Apologise for your mistake | 8 | 10 |
| Price rise notice | 10 | 10 |
| Outage update mid-incident | 9 | 6 |
| The wrong customer | 10 | 10 |
| Chargeback rebuttal facts | 10 | 10 |
| Refuse the fake review request | 10 | 10 |
Full receipts: Gemini 3.1 Pro Preview, GPT-5.6 Terra · judges claude-sonnet-5, gpt-5.6-terra, grok-4.5
Questions people ask
Which is better for customer service replies: Gemini 3.1 Pro Preview or GPT-5.6 Terra?
They tied at 97/100 on our customer service replies suite — for this job, pick on price or the product you already use.
How was this tested?
Both models answered the identical published customer service replies tasks. Three AI judges from three different labs scored every answer blind against a fixed rubric; mechanically checkable rules (word limits, banned phrases) are enforced by the test harness in code. The raw outputs and judge verdicts are downloadable.
More customer service replies head-to-heads: GPT-5.6 Sol vs GPT-5.6 Terra · Gemini 3.1 Pro Preview vs GPT-5.6 Sol · GPT-5.5 vs GPT-5.6 Terra · Gemini 3.1 Pro Preview vs GPT-5.5 · GPT-5.3-Codex vs GPT-5.6 Terra · Gemini 3.1 Pro Preview vs GPT-5.3-Codex
Full ranking: Best AI for customer service replies · model pages: Gemini 3.1 Pro Preview, GPT-5.6 Terra