Comment I'd rather talk to an AI chatbot than a human one (Score 1) 81
On average, I've actually been very happy with the use of AI chatbots for phone support.
The reason for this is that, for lower tier support (as well as a fair chunk of things I need done that can be handled by lower support), the support agents are largely working off of scripts that they are not allowed to deviate from, nor do they have the expertise to understand what they are doing.
While the AI is not necessarily as intelligent or capable as a human *CAN* be, in practice it is often more capable than the first-tier support agent that it has replaced, due to the breadth of its training data. If I need something that requires cognitive tasks that exceed the AI's context window, I can request escalation.
This is in stark contrast to the bad old days where I waste time talking to the bottom tier support where I usually need to spend a long time explaining what I want done, wind up requesting to be escalated anyway, or try to battle with a dumb non-AI menu-based agent bot to even get to speak to a human (and usually that human is still bottom-tier support who I have the same problems with).