The general trend of insulating the human customer away from human customer service is just a horrible thing that keeps spreading. It was bad enough outsourcing customer support to overseas agents who have their hands tied to only read from a script and generally do nothing, and now we're just talking to computers that can generally do nothing. The message is the same: we don't actually care about our customers.
I own a small business and I would rather shut my doors than force my paying customers through AI cattle gates to struggle for help. I can understand that providing customer support on a massive scale is hard, but it is arguably the MOST important part of the customer experience, maybe even more so than the product itself. It seems incomprehensibly short-sighted to abstract it away in the name of short-term profits.
I own a small business and I would rather shut my doors than force my paying customers through AI cattle gates to struggle for help. I can understand that providing customer support on a massive scale is hard, but it is arguably the MOST important part of the customer experience, maybe even more so than the product itself. It seems incomprehensibly short-sighted to abstract it away in the name of short-term profits.