How do people in the US describe customer service

The Guardian -  Guardian readers from across the US wrote in to tell us about their battles with big companies, and the time, expense and emotional toll exacted by businesses they say are prioritizing the bottom line over all else.  The top takeaway: people really, really don’t like AI customer service.

Readers’ main complaint is not that it is impersonal, it’s that it doesn’t work for anything but the most basic customer service tasks, like checking balances, changing addresses or making payments, things most customers are doing online anyway.

About one in 10 of the reader responses we have received so far called out automated chatbots as endless doom loops, a massive time suck, and steep hurdle to resolving product problems and fraud claims.

“It’s the bots. Daily battle with stupid, useless, brain-dead bots on the phone, trying to reach a human being to learn or explore or resolve some damn thing,” wrote a communications professor from a university near Boston. “Infuriating, exhausting, debilitating, depressing, enraging. Ugh.”