A blogger reported a malformed calendar invite bug to British online grocer Ocado via its customer feedback form, detailing the technical issue. The reply, signed by 'Lulu', used sycophantic phrasing, an em-dash, and language the author says didn't resemble typical human customer service responses, leading them to suspect it was AI-generated. The author responded to a subsequent satisfaction survey with 1-star ratings across all metrics.
shkspr.mobi
· 2026-11-03
Sidharth Ramsinghaney, Twilio's director of strategy and operations, discussed how the company is applying AI to connect customer interactions across phone calls, text messages, and chatbots. He emphasized that maintaining a strong focus on customer needs remains central to Twilio's approach to building these AI-driven tools.
fastcompany.com
· 2026-10-28
A commentary piece recounts a CVS checkout experience in which a cashier reportedly took a customer's phone number and enrolled them in a paid membership upgrade without asking permission, later confirmed by an automated welcome message. The author uses the anecdote to argue that such practices are pushing frustrated customers to air grievances publicly on social media rather than through traditional complaint channels.
fastcompany.com
· 2026-10-28
A business commentary argues that companies frequently misdiagnose customer service failures as training deficiencies when the underlying cause is disengaged employees. The piece uses an anecdote about a team member whose persistent health issue went unresolved by doctors treating symptoms rather than root causes, drawing a parallel to how leaders treat service problems superficially.
fastcompany.com
· 2026-10-25
CNBC profiled customer service workers whose daily tasks have shifted as companies deploy AI tools for note-taking, scheduling and answering queries. One credit card company worker said AI frees her to focus more on customers, while a telecom worker in Cardiff described AI-generated notes as frequently inaccurate, forcing her to rewrite them herself. Other workers described being pushed to use chatbots for answers and said AI booking agents often routed only the hardest cases to human staff, increasing burnout.
cnbc.com
· 2026-10-24
A CNET writer asked Meta's AI agent, Muse, to help confirm she was the registered owner of her Visible phone number after repeatedly receiving calls and texts meant for a previous owner named Andrew. The assistant was unable to complete the task, running into roadblocks at every step while trying to navigate Visible's chatbot-only customer service system.
cnet.com
· 2026-10-09
Restaurant staff, including a New York server identified only as Madison, say diners increasingly cite ChatGPT to contradict staff on food allergens, wine selections and menu details. Some customers have insisted dishes don't contain allergens the kitchen confirms are present, or requested wine bottles that don't exist, trusting AI output over sommeliers and servers.
theverge.com
· 2026-10-02
An Entrepreneur contributor recounts visiting a global retailer whose new AI customer-service recommendation engine looked successful on paper, with faster response times and more accurate suggestions. But observing representatives directly revealed they juggled four screens and manually copied data between disconnected tools, causing many to ignore the AI's recommendations entirely.
entrepreneur.com
· 2026-09-28
Research on retail sales interactions finds that customers often appreciate it when a store manager steps in to assist during a purchase decision, even though sales staff may resent close oversight. The findings suggest occasional manager involvement can improve the customer experience rather than undermine it.
fastcompany.com
· 2026-09-24
An account from Apple's early retail leadership describes how Steve Jobs discouraged staff from using the term 'customer,' pushing instead for language and service practices centered on building relationships rather than transactions. The approach, paired with the physical Apple Store experience, is credited with cultivating unusually strong brand loyalty over the years.
fastcompany.com
· 2026-09-22
Businesses are tracking rising leads, engagement, and sales quotas alongside faster customer service response times, yet customers remain dissatisfied despite these positive indicators. The disconnect suggests that standard departmental metrics are failing to capture the actual customer experience.
fastcompany.com
· 2026-09-17
A consumer describes using Anthropic's Claude, including its Chrome extension, to file complaints, draft phone scripts, and pursue refunds across ten separate disputes ranging from a missing cheese packet to IRS penalties and a car warranty claim. The person reports winning every case attempted, some still pending, with total recoveries exceeding $12,000, including $6,813 in waived IRS penalties and a roughly $2,000 warranty repair.
sudomoin.com
· 2026-09-09
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