> You demand a human. The human is told what to say by the bot
This has always been something I've never understood about customer support. In particular, chat support is bad about this, but I've had it happen on phone support too. Prior to getting connected to the human, the bot wants to take down a short description of your problem. That's fine, but the conversation often goes like this:
> Bot: Please write a short description of your problem.
> Me: Problem I am having.
> Bot: One moment while I connect you.
> (a small eternity later)
> Support: Hi. How can I help you?"
> Ctrl+C problem, Ctrl+V problem*
> Support: I see you are <verbatim repeats problem; with no paraphrasing and no demonstration of understanding, I have no idea if the agent "gets it">. Is that correct?
> Me: :shrug:^W Yes.
… like, why did I ever type that description? Here, a computer (I don't even know if it qualifies as "AI" given how rudimentary of a task it is performing) appears to have failed at the simplest of tasks. And this happens all. the. time.
Phone bots will often "authenticate" me with various credentials, and then connect me to a human who will immediately authenticate me with the same credentials. Whose time was saved?