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this post was submitted on 30 Oct 2025
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Jumping on the bandwagon are they. I don't see a problem if they use AI to assist with customer service. Spares the employees using their brain cells.
Hopefully the enshitification of CT isn't exorbitant.
The problem is when you need something specific from customer service. In other words most customer service calls.
As someone who's worked in IT I understand a lot of people are really stupid. Putting them on the phone with a system that recommends eating a few rocks each day will not improve the situation. Though it's probably nice if the person feels like screaming at you.
If "agent" gets you through to someone then all is good. When they make that impossible is the real issue.
I was tracking a package that for some reason went from BC to Ontario when I'm in Alberta, so I wanted to ask why but when I tried to connect to AJ agent the damn page fully reloaded and took me back to the beginning of starting a chat. You could never reach an agent, likely by design
Except we both know the corporate bean counters will use AI as an excuse to reduce the number of employees to as close to zero as they think they can get away with.