[…] Rewarding confidence over actual competence is a bug humanity has always had. It has produced disasters throughout history, it is producing disasters now, and not only in the tech world.
https://it-notes.dragas.net/2026/03/20/enshittifaication/
Integrating AI into customer service is as dumb as you’d expect. The enshittification of services, where companies replace human expertise with AI, will lead to confusion, wasted time, and a decline in reliability. All of this is driven by a misplaced trust in AI's assertive but often incorrect pronouncements. Anyone who used these tools for a while learned to live with the disappointment. AI is not even close to delivering most of what these companies claim it will.






