The AI hype means we have record number of companies confusing optimizing for their needs with optimizing for the customer. I have worked at one place that did

The AI hype means we have record number of companies confusing optimizing for their needs with optimizing for the customer. I have worked at one place that did this, and slowly but surely, everything they did to improve "scalability" chased the customers away. If you make me interact unnecessarily with a chat bot, I dislike your company more, instantly. If a competitor doesn't and you are largely interchangeable, I'm leaving. The fact that Gen AI cuts down your support costs by making support worse is a net negative to me, the customer.