One day some months back, I needed to talk with my bank about a suspicious charge on my credit card. I wasn’t as naïve to think that somebody would pick up the phone when I called. But I innocently believed that I would be talking with a person after listening to a brief “menu” and punching a couple of buttons.
Then I entered “chatbot hell.”
“Thank you for calling the Local Bank. What are you calling about?” the robot cheerily asked me.
“Credit card,” I answered.
A pause.
“Did you say, ‘debit card’?”
“No, I responded,” incredulous that it didn’t understand me the first time. “Credit card.”
“I’m sorry,” my chatbot said with no detectable remorse. “I’m not understanding your reply. What are you calling about?”
I started to become wary of this supposedly artificial “intelligence.” But I thought I would give it a chance and comply with its requests as best I could.
