There is a special kind of rage reserved for being stuck in a chatbot loop. You’re calm at first. Then curious. Then bargaining. Five minutes later, you’re typing “AGENT” like it’s a summoning spell and wondering how technology got this confident while being this unhelpful. Chatbot customer service isn’t the problem. The way companies use it is.
When Efficiency Becomes a Corporate Alibi
Somewhere in a boardroom, someone decided a chatbot would “handle volume.” What it actually handled was accountability. Suddenly, customers weren’t ignored—they were processed. Politely. Repeatedly. Endlessly.
Automation should remove friction. Instead, many chatbots act like overzealous interns who won’t let you past the front desk but also don’t know where the bathroom is.
That’s not service. That’s obstruction with a smile.
The Lie of “Customers Prefer Self-Service”
No. Customers prefer resolution. They’re happy to self-serve when the system works. They are not happy to play 20 questions with software that keeps misunderstanding them while insisting it understands perfectly. The moment a chatbot becomes a barrier instead of a bridge, it stops saving money and starts burning trust.
What Actually Works (Shockingly Simple)
The companies getting this right aren’t smarter. They’re just more honest about what automation can and can’t do.
They build chatbots that:
- Answer basic questions quickly
- Use real language, not corporate soup
- Know when to get out of the way and hand things off
That last part? Critical.
This Is a Management Issue, Not a Tech One
If this feels familiar, it should. It’s the same theme running through All Up in Your Bizness: Managing Your Business Crap. Tools don’t manage themselves. Systems reflect leadership. And when no one is willing to say, “This isn’t working,” customers end up trapped in digital purgatory. Boundaries matter—even for bots.
The Takeaway
Chatbots should support humans, not replace common sense. If your customer service feels cold, circular, or condescending, the problem isn’t AI. It’s the decision-making behind it. Manage the system. Respect the customer. And stop letting poorly designed automation get all up in your bizness.
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Written by : TopFlightMarketing
