So, I tried to call a couple different businesses today, to deal with some of my service issues and questions.

Both companies were using the classic automated systems, but this time I could NOT get around it and speak to an agent/representative. At all. And normally I could find a way around. Seems they fixed it, and the system outright REFUSED to let me through, "Sorry I cannot pass you through to an agent." and just told me to pick one of it's options or call back later when I was ready to pick one of it's options. None of the options fit my problem.

So then I tried their websites.

Both of them are now using full AI systems in their chat representatives. The computer refuses to let you talk to a human.

Worse, the AI could not get my question answered correctly because my question is specific with some caveats, and the AI didn't have the right category to send me to.


It was, easily, the worst 20 minutes of customer service in my life, and I will never ever go back to these companies for service again if I can help it. This is so bad, that I will actively go out of my way to now avoid these companies, and I will badmouth them to friends when it comes up. And I am positive I can't be the only one to feel like this.

I predict businesses will attempt to make the switch to AI customer service, and it will backfire.


Automated message systems were fine when they tried to filter you correctly to the right agent... but now they are simply trying to handle the entire experience, and this is not okay for customer service IMO.


People want to talk to humans. It's faster, and friendlier.

Any business that offers normal human customer service will get more customers than these aholes with full AI customer service that refuse to let you talk to a human

Damn

Good. Hopefully,we replace your types also