So there’s even less accountability?
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.