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Most consumers hate the idea of AI-generated customer service
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this post was submitted on 10 Jul 2024
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The funny thing is that Apple chat support was a real person when I tried to create an account last week. Yes, they provided the normal directions to create and account which didn't work through their account creation website, through an iPad's settings, or whatever the third option was, but it was very clear it was a real human being.
Ended up finding a suggestion from reddit to go through iTunes and that worked. They use real people to provide the official directions that don't work!
Yeah, there are some things that have to happen on the phone (Account recovery is one, because it's a special department and most CS has no way to do anything. They can't even really do it in the store because they don't have the access.) But their chat isn't bad when I've had to use it.
I mean, real person isn't the bar I'd call 'minimum', a helpful real person is.
It sounds like they met one of those two, but the difference between an AI who can't help you and a real human who can't help you is pretty small: you still don't get what you're after either way.