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   Ciara (ciarani@mastodon.green)'s status on Monday, 20-Apr-2026 01:18:44 JST Ciara

   in reply to

   Customer service staff must be hit doubly hard by enshittification and AI. Companies use AI in a bid to replace their jobs. The AI is useless and wastes time, so even a placid customer with a benign query will become frustrated and fed-up as they try to battle their way through to a human who can actually help. Customer service was hard enough in advance. It must be harder still these days, when AI has made even the pleasant customers cross before they get through to the human.

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     Ciara (ciarani@mastodon.green)'s status on Monday, 20-Apr-2026 01:18:45 JST Ciara

     in reply to

     This grumpy thought is brought to you by the fact that I have 3 mails to write after abysmal AI customer experiences this week. On the plus side though, I had a quick & good experience with hands-on human help at my insurance company. I didn’t even have to battle through a phone tree or ’we have a website!' messages to speak to the human in the first place. I want to say something when I see something good, too. To compliment their corporate choices. So I will write a mail of praise to them too.

     Rich Felker repeated this.
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     Ciara (ciarani@mastodon.green)'s status on Monday, 20-Apr-2026 01:18:46 JST Ciara

     I appear to be waging a one-woman ’See Something, Say Something’ campaign where I write to companies to register my displeasure when they use AI to enshittify customer service. And when their app is only available to Google & Apple customers. Their AI wastes my time with useless ’customer service’. I take time to word constructive customer feedback. Their AI reads it. I spend time reading a useless AI reply. AI increases productivity my bollix. What a waste of human time.

     #OldWomanYellsAtCloud

     Rich Felker repeated this.