Personally, I feel like the Karen joke is kinda played out. We've all seen that kind of person, but people do actually have that name and using it is bad for the same reasons stereotyping is bad in general.
This is great. I once worked at a company called Paribus that would argue with customer service to get a refund on your behalf for retailers and credit cards with price drop protection. Wouldn't be surprised to see in the future a more maliciously-tuned bot for things like fraudulently claiming non-delivery of goods.
At GrubHub, I am often in need of a partial refund. Sometimes it is granted immediately, and sometimes it is flagged for a chat with CSR. It seems non-deterministic. Sometimes the CSR seems to deliberately misunderstand my request, warranting two or three chat sessions until it's all cleared up. A robot advocate could certainly conserve my blood pressure.
Until I stopped using DoorDash, they used AI agents. Typing "agent" transfers the chat to a real human who would often begin rapid negotiation. Complaining a little more results in a better inducement. That part could be gamified with an chatbot on the customer's side.
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