Comment by anigbrowl

Well put, but I don't feel this is an AI problem as such - if anything it's become somewhat alleviated since chatbots were widely deployed, as I find I can usually persuade a chatbot to understand my position and escalate toa. human, or make a clear statement of corporate policy in declining to assist.

It's been heading this way ever since the outsourcing boom in the 90s. People under teh age of 40 today probably cannot appreciate how much it has changed; customer service in the US used to be really good (whether for specialist B2B stuff or things like utility service) because it was easy to get someone on the phone in a timely fashion, it was easy to explain your issue, and customer service reps were generally given the training and autonomy to solve the customer's problem rather than divert them or make excuses. There was an ethos that it was better to lose a bit of time/profit rather than lose a steady customer. Anecdotally, I feel that was in some ways correlated with stronger antitrust enforcement that fostered a more competitive spirit among service providers.