Comment Customer Disservice (Score 1) 38
I use one of the large banks named in this article.
Last weekend I had a question about a service, it's something I already use, I just needed one piece of information about it.
Their web "help" was just stone stupid - asked a formulaic question, then offered the same set of options as found at the top of the page for the service in questions. I got curious and poked around, it was literally nothing but a "no matter what question give one of half a dozen links" and then ask if the user was satisfied.
I tried Google. It's utterly broken now, so no joy there. I will admit the bank provides the service in question, beyond that it's a different flavor of dumb.
Perplexity has largely replaced Google for me, but no joy on this one. It offered a lot of well stated, but utterly irrelevant advice, given my question.
I finally called a friend who uses the same bank and same service, they walked me through it.
The sad thing here? This is a HUGE bank, they could afford to do this job right, and 98% of it WOULD work with bots. I guess they laid off the people who can, ya know, actually DO stuff, and we get this late 20th century IVR style "service" despite their massive spend on AI.