I love the idea of useful and improved AI-automations, based on the fact every site currently has a “customer service robot” that have never once helped with a resolution at all.

IMO it can eliminate a huge amount of support queries and leave the important stuff to the actual agent if done right. …with the caveat of yeah fuck AI if it’s fully instead of agents.

AI can only give you the options it was programmed to give. A Human is able to actually think and find a solution or direct you to a solution. Your options are less with AI for customer service. AI works best for applications that it is tailored for. But expecting it to "think" like Humans do is so far off. AI is being fed so much biased information and that is not "thinking" or learning.

When I call somewhere and get a live person I ask for them to give me the machine because a machine is easier to deal with.

It is now at the point where we need to ask how they plan on handling complaints and problems. And if the answer is not correct, go somewhere else. Up till now this was never something we needed to worry about

The only good thing about is that, with most companies, if you need a refund for something under $10, it generally just gives you the refund and sets you off on your merry way.

If AI is better than the existing voice-prompt systems, then I'll take it, but I doubt it will be.

Fair point but no one wants to deal with my incessant whining, and you couldn't pay me enough to deal with it. Sometimes a scratching post is what the cat needs.