There’s so few people that would have done what you did. In my experience, most customer service reps want to complete their tickets as quickly as possible to meet the companies quotas. When you run into reps as yourself it’s so refreshing. 10 years ago this lack of customer service was rare, businesses tried to provide the best customer service as possible but now you get companies that seemingly chose to avoid providing support.
There really should be a website that documents factually interactions with these companies that lawyers can dissect.
I'm not particularly in favour of replacing the humans with AIs, but honestly, between a human drone whose incentives are sapped, and an AI I can prompt engineer at least somewhat, I'm reasonably certain I can get more out of the AI than the drone.
What we should be looking at is strict requirements on human customer support. Not "in the AI age" but IN GENERAL. If a company fails customer compliance, it should be dead-easy to prove, report and get actioned. This is feasible.
I had billing issues with Ring a while back. Their CS phone line was broken, their email was auto-reply-only, they had no legal email point of contact. My only recourse was to go through a lengthy EU-wide mediation process (which I did, and resulted in fuck all).
There's a power imbalance that needs to be straight up fixed. Companies don't need to care about providing good service, complying with local laws, hearing their customers or really... anything. Once they have a good amount of customers they just have the inertia necessary to stop giving a fuck.
> In my experience, most customer service reps want to complete their tickets as quickly as possible to meet the companies quotas.
Yes, that's kinda of how that customer ended up in that situation. But most of that comes from the quotas etc., and AI will be 100% aligned with those.
There really should be a website that documents factually interactions with these companies that lawyers can dissect.