I'm firmly against using chatbots for customer service, at least without a clear label and option to immediately opt out.
That said, this doesn't sound different than the "support" I used to get from places like Uber (when they had support) where you'd email with a problem and get a reply that was obviously just someone copying and pasting big chunks of superficially relevant text from some database. So it can happen with people too.
In this example, it looked like an issue that was purely informational, as in a good chatbot actually could have solved it.
The real problem is customer support being shitty and impersonal.
I love chatbots that try solving your problems and redirect to an human if they can’t solve it. That’s a good use of “ai” (but an abuse of the “ai” term).
I’m firmly against pretending your customer support rep is human while an AI is working, or a human with very strict timing constraints is “using” such AI.
That said, this doesn't sound different than the "support" I used to get from places like Uber (when they had support) where you'd email with a problem and get a reply that was obviously just someone copying and pasting big chunks of superficially relevant text from some database. So it can happen with people too.
In this example, it looked like an issue that was purely informational, as in a good chatbot actually could have solved it.
The real problem is customer support being shitty and impersonal.