The problem here is bad customer support, not the use of chatbots. In this case, the chatbot is part of a badly designed system. Note that the human support r

The problem here is bad customer support, not the use of chatbots. In this case, the chatbot is part of a badly designed system. Note that the human support rep didn't even have access to the chat history. AT&T is not making a real effort to provide good customer support. If the incentive structure within AT&T isn't focused on providing customer support, then throwing an AI chatbot into the mix isn't going to fix anything. Doing that just means that you still have a bad customer support system, but now instead of waiting in a queue, your customers are arguing with an idiotic robot. An AI chatbot can be a part of a well designed customer support system, but this isn't it.