this post was submitted on 01 Aug 2024
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I've learned to hate companies that replaced their support staff with AI. I don't mind if it supplements easy stuff, that should take like 15 seconds, but when I have to jump through a bunch of hoops to get to the one lone bastard stuck running the support desk on their own, I start to wonder why I give them any money at all.
I love it when I have to trick those stupid ai chatbots to let me talk to a human customer service rep
It has been getting so bad that even boring regular phone trees will hang up on you if you insist on talking to a human. If it's ISP / cellular, nowadays I will typically just say I want to cancel my account, and then have cancellations route me to the correct department.
There really should be a right to adequate human support that's not hidden behind multiple barriers. As you said, it can be a timesaver for the simple stuff, but there's nothing worse than the dread when you know that your case is going to need some explanation and an actual human that is able to do more than just following a flowchart.