Every time I use AI customer service, whether online or over a voice-menu call, it fails me. When I have a human to talk to, I nearly always get the help I need. Companies that had human customer service are quickly changing to AI to save money, and there is too little data on how it's working out.
Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry consumers looking for refunds.
