Comment by mrweasel

What I don't get is why I need to go through an AI agent to do self-service. Without a human in the other end, I've basically relegated to solving the issue myself. The way I see it the AI is just acting as a text interface for a remote system, surely my issue could just as well be solved by implementing better self-service solution.

I don't know what others normally call customer service about, but in my case it's always something broken or a refund. The refund is doesn't need the AI, that's easily done with just a form. If somethings broken at my ISP for instance, then it doesn't really matter if the LLM or a form and some if-else skip-logic thingy sends the ticket to technical support.