AI support generally sucks but I actually wouldn't mind if everyone used it for the initial call routing portion. Beats an IVR tree or waiting for someone to just redirect your call to the real queue.

ime its very implementation dependent

but even a simple impl to answer questions can knock out like 50% of callers who are tech-illiterate at 100x cheaper cost, it's just strictly better economics and better for those customers

I broadly agree though I have noticed that it seems to be getting a bit better. I hate how patronizing pretty much every LLM tends to be, but at least I've noticed now that the AI support is better at figuring out what it is I actually want.

That said, my life hack for these things to get escalated to a human is to just keep saying or typing curse words. Usually that triggers a "connect to human" flow. I can't promise it will always work, but I can say it has worked every time I have tried it.

I hate waiting on hold for 30 minutes even more.