AI customer service chatbots / IVR systems are bad because -

Honestly, my experiences with human-facing customer support have been just as bad. Endless call transfers, repeatedly explaining the same issue, and empty promises of escalation that lead nowhere.

I sometimes wonder if the problem is:

• Companies incentivizing or instructing CSRs to avoid resolving issues to save money.

• Frustrated employees refusing to help out of spite or to avoid extra paperwork.

• CSRs simply lacking the authority to fix anything →just outsourced call centers designed for compliance, wasting customers’ time with false hope.