Comment by jonnydubowsky

My recent experience with a credit card customer support agent might as well have been me conversing with a bot. It was actually more frustrating for both me and the agent, that they were so strictly bound to a script, with no room for their creative human brain to actually adapt their response to the unique context of my issue. When customer service is nothing more then an agent choosing from various scripted responses, what is the point? Escalating my issue up through 2 senior agents, i finally reached a human who was allowed by their employer to actively apply context to their support tasks. The use of programmed constraints on a system and how that system is sold to customers, this is a wicked problem of our times.