I don't understand why call centers exist in the first place.

If you just exposed all the functionality as buttons on the website, or even as AI, I'd be able to fix the problems myself!

And I say that while working for a company making call centre AIs... double ironic!

Agreed. I've been frustrated by the proliferation in AI with technical support. Sometimes it's can't answer a question but thinks it can, so we go round and round in circles.

A couple have had a low threshold for "this didn't solve my answer" and directed me to a human, but others are impossible to escape.

On the other hand, I've had more success with a problem actually getting resolved by a chatbot without speaking to someone more recently... But not a lot more. Ususally I think that because I skew technical and treat Support as a last resort, I've tried everything it wants to suggest.

Right, so do you want to wait 45 minutes for a human, or get it resolved via AI in 2 minutes?