@lauren@mastodon.laurenweinstein.org
2026-09-23 00:10 UTC
A major utility I deal with recently changed their website and phone customer services ops to an obviously AI-based system that is a serious cluster f*ck. I mean, stuff like claiming phone numbers aren't in the system that have been there for decades, and showing an online DUE amount along with "No payment due". Still possible to reach a human, but it required third-level magic to do so.
Replies (1)
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@DarcMoughty@infosec.exchange 2026-09-23 00:20
@lauren@mastodon.laurenweinstein.org Whenever someone has the 'brilliant' idea of a customer service bot, I ask the room if they have ever had a positive experience with one, and if we have comprehensive documentation for humans or if a lot of the customer service today is done through tribal knowledge and training. It's been surprisingly effective at pulling people's head out of the clouds. But then again, I typically work in environments where quality is prioritized over costs.