Originally Posted by Zorak

in a similar vein, I had a recent chat interaction where the first thing I typed was either agent or representative, then had to go several rounds with the AI that insisted on me going through the multiple flavors of question that would narrow down my issue, before concluding that why yes in fact I do need to talk to a human representative. In the post-chat survey, I suggested that while I am sure many people have questions that are capable of being handled via AI, if a customer's FIRST message is for a human, the AI should just believe you and not force you to justify it. IMO the ill will created by forcing this frustration on people when they most likely need a human and know that in advance, does not outweigh whatever savings you can get by downsizing your call center workforce.