If an AI representing a company I must do business with is trying to “empathize” with me to calm me down about not being able to access the services I pay them for, you better believe it’s going to make me and other customers much more upset.

Then the poor wretched line workers have to handle people for whom the companies are screwing over - there is no effective line upwards to anyone making the decisions to use these things other than an impotent “feedback survey”. You can’t “ask for AI’s manager”. This accountability sink is not only horrible customer service, when it’s life and death like “can I get the perscription that allows me to live” wild stuff starts to happen.