High impact
Just a little AI resistance, as a treat
What happened
The author contacted Ocado regarding a problem with malformed calendar files and received a seemingly AI-generated response. They expressed their dissatisfaction in a customer satisfaction survey, leading to a personal apology from Ocado.
Why it matters
The incident highlights the importance of clear communication and human interaction in handling customer complaints, as AI responses may not effectively address concerns and can lead to negative feedback.
Is this a big deal?
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