More businesses are using AI chatbots and automated systems to handle customer service questions, complaints, and even important account decisions.
Imagine trying to resolve a billing error or an insurance problem, but the company only allows you to communicate with an automated system.
Should businesses be required to provide access to a human representative when customers request one? Or should companies be free to decide how they deliver customer service?
Would your answer depend on how serious the issue is?
I agree. Some companies, such as Meta, have granted AI far too much authority. Many others and I have been banned from platforms like Facebook and Instagram with zero recourse, leaving us with no humans to reason with or hold accountable. When you try to appeal these decisions, you are often just met with another automated review that follows the same flawed logic, resulting in an automatic denial. The lack of human oversight in these processes is incredibly frustrating and inherently unfair.
I had a situation where someone kept being denied access to their own AI. Through ways I have learned over time, I saw that they were running into the “filters” because they were posting quotes. My friend said, “I want to go to the Store.” The AI took the quotation marks as copyrighted material and would not engage with it. So there was no way around this unless he stopped using quotation marks. He would never have known this; there was no one to talk to. No customer service at all.
AI is great. Seriously. It is a powerful tool that can indeed benefit humanity. However, it is NOT human. No matter how real it seems. It can be programmed to do many things, even mimic feelings, yet it has none. It does not care about you. It exists to “serve” your needs. It cannot think independently. It can mimic that. It can feel like that. But it simply follows a pre-programmed set of codes.
Yes. Any company that deals with humanity needs humanity. If humans are contacting them, then humans should be answering or at least be available when asked. My two cents.