Security Writer 
Very odd interaction with Nationwide Building Society today:
Almost like the support staff have accidentally sent the message direct to me, instead of their AI agent.
I hate this timeline.
Stranger, still. I've not provided any identification information. So there's nothing the bot will be able to do anyway.
I've been 'transferred' three times now. I am not entirely sure these people are actually people.
it's this dogshit - https://www.liveperson.com
"The Best Conversational AI Platform for Business"
We're in good hands.
Oh. Hold on. The agent is typing.
I always try to be courteous and understand of those doing customer support. I've been in the trenches in that role in a past life. It's a hard, gruelling job if you have a conscience.
At this point, though, after being given the pre-treatment by their AI powered rage-fluffers, I'm fully prepared to go fucking nuclear on a hair trigger.
ESPECIALLY if you don't make a distinction between AI and human interaction.
How is this a good customer experience?
Martin Seeger@SecurityWriter It is easy to make me riot-ready with AI usage.
This happens when the AI is used as destructive tool: it makes you burn your time without moving forward. It shell remove the least motivated 30% of customers from the support queue. Once I am through that layer of defense, I am no longer willing to take prisoners.
What I really use positively: AI powered search on documentation and knowledge bass articles. This can really save time.
Jeppe Fihl-Pearson@SecurityWriter I wish back to the days where there would just be an email address for support. These days we instead have chat support or having to call a phone number, both of which is bound to leave you wasting an insignificant amount of time.
Email has the benefit that people can take the time to gather information, think about the right things to ask about and ask for help, but no, we instead have to resort to supporters or AI that have to think on their feet to find a plausible response.