Bots Should Handle Volume, Humans Should Handle Reality

A few brands that I previously loved have replaced all their humans in the customer service function—and have lost me as a customer. Here are a couple examples.

I am a frequent guest in a particular hotel chain. They have removed all customer-facing telephone numbers and email addresses from the website of every hotel. The only way to contact them is through their AI-enabled website. Your only choice is ‘chatting’ with an AI bot.;Great for looking up a hotel rate or checking on restaurant hours.;Not great when you have a problem. I am . . .