The Enshittification of Customer Service
Remember when you could call a company and a real human answered?
Pepperidge Farm remembers.
And now, you’re stuck screaming “REPRESENTATIVE!” into your phone while an AI politely tells you it didn’t quite catch that.
Companies love to brag about “streamlined support” and “24/7 virtual assistants.”
Let’s translate that: they replaced real workers with half-baked bots that can’t actually solve your problem, but sure know how to waste your time until you give up.
Companies love to brag about “streamlined support” and “24/7 virtual assistants.”
Let’s translate that: they replaced real workers with half-baked bots that can’t actually solve your problem, but sure know how to waste your time until you give up.
How We Got Here
Cost cutting.
That’s it.
Real people cost money.
Bots don’t call in sick.
They don’t need benefits.
They don’t have bad days.
They just deflect you endlessly to a FAQ page you already read.
Meanwhile, customer service workers who do still exist are buried under twice the workload for half the pay.
So when you finally break through the bot gauntlet and reach someone?
They’re exhausted, undertrained, and have five other angry callers on hold.
Nobody wins…except the shareholders pocketing the savings.
Cost cutting.
That’s it.
Real people cost money.
Bots don’t call in sick.
They don’t need benefits.
They don’t have bad days.
They just deflect you endlessly to a FAQ page you already read.
Meanwhile, customer service workers who do still exist are buried under twice the workload for half the pay.
So when you finally break through the bot gauntlet and reach someone?
They’re exhausted, undertrained, and have five other angry callers on hold.
Nobody wins…except the shareholders pocketing the savings.
It’s Not Helping, It’s Gaslighting
Let’s be real: these bots aren’t “solving problems faster.”
They’re a digital moat.
They’re there to make you question your sanity until you stop trying to get your refund, cancel your subscription, or ask why you got double-billed.
According to a 2024 Zendesk report, 73% of people say they’d rather talk to a human than a bot.
Only 22% say bots actually resolve their issue the first time.
And yet, companies shove them everywhere — because they’re cheap, and your time is not worth their time.
The Human Cost
Let’s be real: these bots aren’t “solving problems faster.”
They’re a digital moat.
They’re there to make you question your sanity until you stop trying to get your refund, cancel your subscription, or ask why you got double-billed.
According to a 2024 Zendesk report, 73% of people say they’d rather talk to a human than a bot.
Only 22% say bots actually resolve their issue the first time.
And yet, companies shove them everywhere — because they’re cheap, and your time is not worth their time.
The Human Cost
Behind every frustrating bot is a call center with fewer humans than ever.
The ones who remain are given impossible scripts, minimal authority, and metrics that punish them for spending “too much” time helping you.
Burnout is sky-high.
Turnover is brutal. And it’s not because workers don’t care…
It’s because they’re stuck duct-taping the mess automation left behind.
What You Can Do (Besides Rage-Clicking 0)
Alright, so they want you to give up... don’t. Here’s how to fight the bot apocalypse:
✅ Demand a human upfront. Some companies legally must connect you if you ask twice.
✅ Use magic words. “Cancel,” “complaint,” and “speak to agent” can sometimes short-circuit the bot script.
✅ Go public. Tag them on social media. Companies hate public bad press more than your private misery.
✅ Support businesses with real support. If a company brags about “AI-first help,” run.
✅ Keep receipts. Document calls, chats, and promises — it’s ammo when you escalate.
Final Word
Fake help is the customer experience plague of our time. It’s not making things faster, easier, or better, it’s a corporate wall between you and your money.
So next time a bot says “How can I assist you today?” remember: it’s not here to help you. It’s here to make you quit.
Stay sharp.
Demand real humans.
And maybe, just maybe, spend your dollars with companies that still treat people like people.
The ones who remain are given impossible scripts, minimal authority, and metrics that punish them for spending “too much” time helping you.
Burnout is sky-high.
Turnover is brutal. And it’s not because workers don’t care…
It’s because they’re stuck duct-taping the mess automation left behind.
What You Can Do (Besides Rage-Clicking 0)
Alright, so they want you to give up... don’t. Here’s how to fight the bot apocalypse:
✅ Demand a human upfront. Some companies legally must connect you if you ask twice.
✅ Use magic words. “Cancel,” “complaint,” and “speak to agent” can sometimes short-circuit the bot script.
✅ Go public. Tag them on social media. Companies hate public bad press more than your private misery.
✅ Support businesses with real support. If a company brags about “AI-first help,” run.
✅ Keep receipts. Document calls, chats, and promises — it’s ammo when you escalate.
Final Word
Fake help is the customer experience plague of our time. It’s not making things faster, easier, or better, it’s a corporate wall between you and your money.
So next time a bot says “How can I assist you today?” remember: it’s not here to help you. It’s here to make you quit.
Stay sharp.
Demand real humans.
And maybe, just maybe, spend your dollars with companies that still treat people like people.
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