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My Ebike Delivery Went Missing. When I Tried to Recover It, I Ended Up in Chatbot Hell
Companies’ increasing reliance on AI chatbots isn’t making the customer service experience smarter. It’s just making it more infuriating.
Companies are increasingly using AI chatbots to handle customer service instead of human employees, creating frustrating experiences where customers struggle to reach real people or get their problems solved. A consumer's missing delivery illustrates this broader problem: he spent months navigating chatbot systems across multiple companies and organizations, ultimately receiving minimal compensation after the package was lost. According to customer service leaders and researchers, this trend reflects both cost-cutting measures and sometimes intentional "sludge" tactics designed to discourage complaints, though surveys show 85 percent of consumers prefer speaking with humans and 59 percent express frustration with AI customer service agents. Experts suggest some companies may be adopting these AI systems without fully understanding the negative impact on customer experience, or are willing to accept poor service as a trade-off for cost savings.
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