AI and Losing Customers
I had an interaction with a lender earlier today. They informed me that there was an issue with a payment on my account. I could not resolve it online, so I called customer service. I found myself talking to a machine and eventually a "human" or AI-sounding Human. The entire experience left me feeling like my lender did not care enough to hire a human to interact with me on this critical issue. I wanted to voice my concern, so I sent a message to their customer service department, not expecting a reply. Below is what I send to the lender: Your voice prompts for "customer service" are just awful. I needed to speak to a human, and it kept trying to redirect me to use the automated service. Once I did get a "human" online, I didn't feel they were an actual human but rather an AI bot. I hope I am not wrong in this, but regardless, you need to know how it feels to be a customer and not have the ability to talk to a caring human being on the other end of t...
