Why is your AI completely useless

You are exactly correct on your assessment of this company’s AI.  I spent 20 min in an endless loop with the chatbot online and on the phone.  The only way to speak to a real human is to state to the chat bot you want your service disconnected.  Even then they won’t pick up the phone, they will send you a text to verify you want to talk to someone (really? What the H do you think I’m doing on the phone). The most incomprehensible pile of garbage I have ever seen and I used to work in IT. 

I am in total agreement that your AI is worst than garbage.  At least when you could talk to a real person you could get some answers (most being lies, I was once told that they could not tell me what my public IP was due to network security issues not even if I was assigned a static IP).  Right now there is a "planned outage" in my area.  All I have ever asked for is an alert in advance if there was going to be a planned outage.  I work in IT and we have to do this every time we are going to do something that could effect our users experience.  I have been told that I am on the alert of outage list but it does not seem to work.  When I go and as your "AI" all it says is "Due to the outage in your area I'm unable to get you to an agent or troubleshoot. I apologize for the inconvenience. Our technicians are working hard to resolve the issue now. Once the outage clears you'll be able to troubleshoot and connect with an agent. For more info on the outage you can visit the Xfinity Status Center and sign up for text alerts or view the outage map." Well the outage is clear and yet I am still not allowed to talk to anyone. As far as I can tell the AI does nothing more than open a new prevention to talk to a real person.  I honestly did not thing that Comcast customer service could get worse but here we are. It is so useless to call it AI is an insult to AI it is the same chat bot that people used to program in the 90s.  You have failed.  

Just here to express the same complaint. Useless software that sends customers on an endless loop where the solution is always to restart the modem because “everything looks great” even though the connection drops every hour. Useless. Frustrating. Scam. 

It seems that the poor quality of the Xfinity AI assistant is not a bug but a design parameter explicitly introduced by Xfinity to prevent customers to reach a real person. I guess they are trying to save money by having a small (but clearly insufficient!!!) support staff and the AI system is designed to prevent customers reaching the service unless they are willing to get frustrated for several minutes going around the same useless loops. I have mentioned this issue to a live agent. Not only did he agree, but he also said that the AI system is frustrating for them too because when customers finally reach them, they tend to be very frustrated and angry. Unfortunately, there is not enough competition and Xfinity is taking advantage of its close-to-monopoly situation. We need to reach out to our representatives to set-up congressional hearings about this company and how it exploits its customers!

The chat loop is useless. It can’t resolve any task, even if you only select their prompts, it says “I’m not sure about that, would you like to search help?” Problem with internet, “I’m not sure”. Continue trouble shooting, “I’m not sure”. It is completely broken now.