AI Customer Service hung up on me

This should not be allowed. I was speaking to an AI Customer Service agent on the phone and when I asked them if they were a human, they said “yes” and tried to convince me they were human. After I asked for a manager, they hung up on me after 15 minutes. This seems really improper and a little eerie to train your AI agents to do this. If you are using AI agents, tell the human customers that they are in fact speaking to an AI agent and don’t gaslight them.

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XfinityChelseaB

Official Employee

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2.2K Messages

4 hours ago

Hello @user_tqe8o3, Thanks so much for taking a moment out of your day to leave a post on our community forum. We appreciate your feedback and would be more than happy to help with any account or service concerns you may have. Did you get your concerns addressed already?

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user_tqe8o3

Visitor

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2 Messages

No. I was called back by another AI Voice Agent. I would like to talk to a human person. Please help me get in touch with a human.

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3 hours ago

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XfinityMarshante

Official Employee

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932 Messages

@user_tqe8o3, sorry to hear that your concerns weren’t addressed. I know how frustrating that can be, and you deserve to feel heard and supported. We’d be more than happy to assist and make sure every one of your concerns is properly taken care of. To help us better understand what’s going on and provide the most accurate support, could you share a bit more detail about the issues you’re experiencing?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 hours ago

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Customer Service

user_tqe8o3

AI Customer Service hung up on me

XfinityChelseaB

user_tqe8o3

XfinityMarshante

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