Customers don't want chat bots

They simply forward your complaint to the same barely-literate customer "service" department that created the problem in the first place, so that someone who doesn't understand the problem can cut-and-paste their original response back to you again.

You're given an opportunity to respond after that. You get no response if you explain why the bank's reply wasn't responsive to your complaint. I also once tried cutting-and-pasting several paragraphs of hard-core gay erotic Star Trek fan-fiction (searching-and-replacing one of the main characters' names for that of the bank's CEO, with a note that said, "this is to test if anyone actually reads this"), hoping to get the bank or CFPB to even acknowledge me in a non-automated fashion. I got no indication that they did; not even a "please don't do that again." (I wasn't bold enough to try death threats or child porn, but I'd wager even those would be ignored.)

I wrote my senators and representative in Congress, asking them why the CFPB seemingly ignored complaints. One of them CC'd me on a letter to the CFPB requesting someone contact me. Noone ever did. As far as I can tell, the entire agency is just a black hole for wasting tax dollars, likely a graft to help ex-bank employees collect Federal paychecks and pensions while doing nothing and claiming to be working on "reform."

Last December I had to engage into long chat sessions with airline rep to enquiry about my flight change. I kid you not, they changed my first leg from morning to evening flight, and I only found out when printed boarding pass an evening before. Then I had to change my flight back due to work requirements.

It was not cheap flight: four legs with two connections from Europe to SE Asia business class, so I believe I received a good service. It took about three hours total. My website auth expired, I had to re-login several times. Fortunately, the dialogue kept going during re-logins. I had to wait a lot while call center employee checked everything, and once I found a mistake right before paying a new fare. I got transcripts to email. I would rate a tech behind this conversation as above avarage, but still the overall experience was painful.

If some LLM chat agend could do the same, but quickier and with less errors - I would just be happy about it. I don't see it as an impossible feat, most of the responses are already scripted anyway.

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Endlessly. It's so stupid.

But it's not even close to a human level of service yet.

So I'll always try to get to a human ASAP knowing the AI will just waste my time.