Anyone who has tried to use the "new customer service experience" is in for a huge surprise. If AI is being implemented here, it is a huge failure. I tried filing a long-term healthcare claim online with a major US insurer. I could not do it as the website did not include the name of the person the claim was being filed for. I called customer service and went through two or three different menus and was asked at the end of each unsuccessful try if I would like to complete a customer service survey. I finally get a real person with a heavy foreign accent who after five minutes of collecting information said she could not help me and gave me another phone number. I called that number and got through to a person who took the same information again and said I would be contacted within five workdays by a claims manager!!!

This one experience is not unique as I've had other unpleasant experiences in the past couple of years with "customer service" at other major US companies. Sometimes real people cannot be replaced by machines.