The Chatbot Conundrum: Why Brands Are Automating Themselves Out of Business

AI-powered customer service is here to make things “better.” So why do we all want to throw our laptops out the window?

The Setup: A Customer Service Horror Story

I just wanted to cancel a subscription.

That’s it.
A simple, two-minute task.

But instead, I was trapped in Chatbot Purgatory, a hellish loop of polite but utterly useless AI-generated responses.

"Hi! I see you need help with your subscription. Would you like to upgrade instead?"

No. No, I would not.

"Got it! Here’s …