CNET
Customer Service Chatbots Are Getting Worse With AI. Fight Back | Tech Therapy
Customer service chatbot agents have been a pain for CNET’s Bridget Carey this week, with AI making things worse. Co-host Scott Stein shares tips for getting to a human. Plus: Scott’s first impressions of Spacetop’s virtual monitor setup. 0:00 Intro 0:22 The Odyssey of Bridget’s Move 1:14 AI Customer Service 9:00 Spacetop AR Laptop Subscribe…
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CNET
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CNET
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@mojokuku2745
May 10, 2025 at 8:13 am
Would rather deal with an AI than someone who barely speaks English.
@boweassange2023
May 10, 2025 at 8:32 am
Poor hard-of-hearing grandfathers out there. I came upon mine yelling into the telephone (Eh?!! Eh?!!!). Granddad … that’s an automated operator you’re talking to!
@richv1893
May 10, 2025 at 9:39 am
Customer service is generally better with a live person. AR and VR has failed to live up to all the hype especially VR since its been around for 40 years.
@PiPs__8
May 10, 2025 at 10:17 am
Street Fighter 2 “Champion Edition “😮😅
@1136tscc
May 10, 2025 at 10:17 am
I want an ai agent to deal with customer service bots
@AlphaRanger56
May 10, 2025 at 10:46 am
Bridget Carey and I are hot together
@PeterBondeVillain
May 10, 2025 at 11:01 am
AI replacing customer service is one of those developments that are inevitable and will make things worse. Sort of like those self-checkout machines at supermarkets during rush hour. Oh hey, a question for you guys: Apple is saying we might not have smartphones in 10 years, what will replace them?
@spokebloke
May 10, 2025 at 6:11 pm
Futurama Eye-Phone. Or more seriously, mixed reality glasses with crappy AI assistant.
@chelseajordan5752
May 10, 2025 at 11:25 am
Many people wear glasses and I don’t think any of these AR glasses are going to go fully mainstream until they can figure out how to adjust the screens to prescription-esque detail. I really enjoy playing Beat Saber on my wife’s Oculus, but it is way too cumbersome and uncomfortable, so I never use it. If I have to pay for additional lenses to go into a set of VR/AR glasses, and take off my glasses, I’m not interested. If I have to install a “spacer” for glasses which then just squishes my glasses onto my face and everything still looks blurry anyway, I’m not interested. Until this becomes seamless, I’m not interested.
@unkown34x33
May 10, 2025 at 11:31 am
oh Bridget… I feel your pain:( AI customer service bots are the worst! I just want to talk to a real person! no bots! like? bruh
@Yumuoki
May 10, 2025 at 5:52 pm
why not just to speak with friends if you need real human connection?
@KC_79
May 10, 2025 at 12:37 pm
I personally really was hoping you guys would show some real examples instead of just talking about it, and maybe find out what kind of AI model those companies use, or compare a good AI customer service to a bad one. Not just talk about how bad they are, I have had very bad human customer service too.
@tomimartins9208
May 10, 2025 at 3:21 pm
Exactly
@ian4040
May 10, 2025 at 12:45 pm
With real customer service reps, you’re either gonna get an Indian on the line or a black chick in the US, both of which you’ll have trouble understanding. Pick your poison.
@sewing1
May 10, 2025 at 12:48 pm
My son works for The Cable Company. They still have live customer service agents. An AI listens to all calls and at the end of the call it produces a write up about the call. My son says the AI write ups are MUCH better than the write ups the live agents used to produce themselves. I assume they are training the AI to be able to answer Bridget’s call the next time she moves.
@Aloha_XERO
May 10, 2025 at 1:08 pm
I’ll share my little working tip that seems to allow me to move quickly past the digital gatekeeper … your hint is from an old school throwback classic from a movie. the scene is when the character, Detective John Spartan of the SAPD discovers a new life hack to his 3 Seashells dilemma by quietly speaking to the device on the wall that would automatically monitors & identify when someone has violated the “verbal morality statue”
@WhizzyWheelz
May 10, 2025 at 3:47 pm
Hi CNET. I don’t know if it was just me but the visual and audio of this video are way out of sync.
@F3RX
May 11, 2025 at 11:18 am
It’s AI 😂
@ngoswald11404
May 11, 2025 at 8:23 pm
It’s just you lol
@Yumuoki
May 10, 2025 at 4:29 pm
and not a single mention of 3D SBS 21+ films 😂 convenient for work then. well, well 😂 and it’s terrible that there is no built-in adjustment for the nearsighted. even the Homido V2 cardboard does not require diopter lenses, because it allows you to change the distance between the screen and the lenses mechanically.
@sandk75
May 10, 2025 at 4:34 pm
I wonder if these type of display options will end up replacing large home monitors – it would really help free up some desk space…. As for the AI bots, I assume there will be an app/service with AI agents where you tell it what you need and your AI will talk to the companies AI and all will work out jusssst fine (sarcasm intended on the AI statement)
@spokebloke
May 10, 2025 at 6:00 pm
This is what I’ve been saying for months. It’s not that they don’t understand what a bad experience it is. They are intentionally providing a terrible experience, because they don’t want to have to help you, at all. They want you annoyed and discouraged so you go away!
@Ben610
May 10, 2025 at 6:52 pm
I think Apple Cash customer support might be using ai. My call to them yesterday felt odd. The guy was emotionless and took a long time to respond to my questions.
@User-fc13tube
May 10, 2025 at 8:40 pm
Guys, check out the job interviews. That’s even worse. Candidates talk to HR chatbot, and you are analysed by the chatbot. It’s so ridiculous.
@TheSkipAJ
May 10, 2025 at 9:05 pm
is this show going to be available on the podcast apps?
@ATLOffroad
May 10, 2025 at 9:08 pm
The worst I have dealt with is Xfinity Assistant. Each time I have an issue and ask to speak with something like billing all it does is try and sell you more products and services. I have driven 2 hours to an Xfinity store and even the employees hate Xfinity Assistant. I ended up leaving Xfinity because of their AI program.
@videobiker9131
May 10, 2025 at 11:02 pm
I DON’T like working with robot Customer Service systems. I also don’t like dealing with customer service people that are outside of this country. I prefer dealing with people who understand certain cultural things that go on in this country or in my head and don’t get insulted if I say something that most people would find OK.
I am not a big fan of the AR glasses and even though you’ve shown some interesting uses in this particular video with these particular glasses, I’m just not sold. Maybe I’m just too old-fashioned. 🖋️
@SpaceLifeMo
May 10, 2025 at 11:16 pm
Subscriptions for the glasses? No thanks I’ll just buy a Apple Vision Pro Air when that comes out.
@rosariodagosto6484
May 10, 2025 at 11:24 pm
Oh really 😊
@urbanstrencan
May 11, 2025 at 12:27 am
Great weakly talks 😅
@AndrewLaSane
May 11, 2025 at 1:08 am
Obviously I got AI ad breaks while watching this
@mikecoshan3752
May 11, 2025 at 4:47 am
AI or some foreign call centres ?
@WafflesIsTheStuff
May 11, 2025 at 11:58 am
A video call would be fun, i’d like that. Somehow i doubt most of these companies would go for something like that due to basic things like cost, demand and just shyness of many people to effectively scale. Heck i can’t even get my mom to FaceTime me over video most of the time. But i can see that becoming the norm one day. With AI customer service i like to imagine my written words like a mouse pointer that has to constantly battle pop-up ads. After closing enough of these pop-ups, i will get to the content i am looking for that’s essentially burried underneath it all. AI doesn’t “feel” it just responds to instructions. I like to believe that there is a threshold of sorts that once reached will make the AI chatbot understand that it’s not producing any result and will divert me to someone who can.