This is where the average consumer needs agentic AI on their side.
In New Zealand for example, the person/company that took your money in exchange for the product or service is always the one responsible - they can't fob you off to someone else. Products must be fit for purpose, and for a time that's reasonable for the lifetime of the product (not just the warranty). They are required to repair, replace or refund a faulty product within a reasonable amount of time. Taking a company to (small claims) court is reasonably cheap - no lawyers required.
Look at the AI “support” Google or Facebook offer. Is it an empowering experience or a black hole of frustration leading nowhere?
Any tool is a mirror of what its owner needs it to be. AI will just commit the same abuses cheaper, faster, and with less accountability.
Just to be clear, this AI agent would be in the customer's control, nothing to do with whatever company it's dealing with.
I misunderstood. In this case the AI can operate with the same limitations I can. It can save me some time when the interaction already had a good chance of success. But I can't see how an AI agent prevents the line from "accidentally" being disconnected, or being put in call waiting hell, or just having to talk to another AI in an endless loop (e.g. Google or Facebook's support).
If a company is essentially refusing to give customer service by hanging up or trapping callers in infinite loops, it's good to at least have a log of the whole process, without the customer having to risk their own sanity.