Companies have replaced human customer service with AI chatbots designed to exhaust you into giving up rather than resolve your problem
58% of customers who contact a company never receive any response at all. Of those who do, 74% are offered no actual solution. The AI chatbot that replaced the human agent was not built to fix your problem. It was built to reduce costs by making resolution difficult enough that most people stop trying.
Who has this problem
Mid-market consumer brands running AI-first support
Companies that want an honest, independent measure of whether their bot actually resolves issues before a regulator or PR crisis forces the question.
Consumers stuck in an unresolved chatbot loop
People who've already tried and failed to get a real answer from a company's AI agent and have no reliable way to escalate to a human.
Customer-support leaders who own resolution metrics
The people who define what counts as 'resolved', often using the same vendor that sells the AI agent being measured.
Consumer-protection groups and regulators handling complaints
The bodies that hear about refund disputes and stalled cases after a chatbot has failed to resolve them.
Signal timeline
CNBC reports on real consumer complaints about AI customer-service chatbots refusing refund requests and looping customers through unresolved conversations, describing the consumer-AI relationship on refunds as 'off to a rocky start.'
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