

Whenever I call in to a service because it’s not working, when I get stuck talking to a computer, I’m fucking furious. Every single AI implementation I’ve worked with has been absolute trash. I spam click zero and yell “operator” when it says it didn’t hear me or asks for my problem, and I’ve 100% of the time made it through to a person. People also suck, but they at least understand what I’m saying and aren’t as patronizing.
My counter is that if the question I ask the chat bot is too complicated to answer, then it should be redirected to a person that can.
Whenever I’m thinking of examples where I interface with these bots, it’s usually because my internet is down or some other service. After the most basic of prompts, I expect actual customer service, not being pawned off in something else.
It really is a deal breaker in many cases for me. If I were to call in somewhere as a prospective customer, and if I were addressed my a computer, I will not do business there. It tells me everything I need to know about how a company views it’s customers.
I do think “AI” as an internal tool for a lot of businesses makes sense in a lot of applications. Perhaps internal first contact for customer service or in code development as something that can work as a powerful linter or something that can generate robust unit testing. I feel it should almost never be customer facing.
I mainly disagree with you out of spite for AI, not because I disagree with the ideal vision that you have on the topic. It hasn’t been super mainstream long enough for me to be burned as many times as I have been, and the marketing makes me want to do bad things.