The Day We Almost Let a Bot Lose Us a Loyal Customer (cacm.acm.org)

The AI did at exactly what it was built to do, and that still wasn't enough.

The only reason for a customer to contact support is because they need a decision which can only be made by a human working for that company.

Therefore AI in customer support is always completely useless and a negative for customers and for the company.

If an action doesn't need a decision from somebody working at that company, then let your customers do it as easily as possible through an intuitive interface. Make sure that you don't lock actions behind a support wall unless needed.

A company putting AI into their support system is a company which is run by incompetence.

How many companies actually have a human in their response chain? (I can name an undeservedly giant company that doesn't)

Given that everyone has a bot front-end, how many can be bypassed by one or two secret words? Spoiler, the one I use is in this reply.

I just hate it.