@lauren@mastodon.laurenweinstein.org A major utility I deal with recently changed their website and phone customer services ops to an obviously AI-based system that is a serious cluster f*ck. I mean, stuff like claiming phone numbers aren't in the system that have been there for decades, and showing an online DUE amount along with "No payment due". Still possible to reach a human, but it required third-level magic to do so. I guess they learned that from Vodafone....