The voicemail transcript that exposed a fake customer service bot

Last month I called my bank about a charge and got a scripted reply that kept saying 'I understand' without ever addressing the issue, so I asked for a supervisor and the line went dead twice. I saved the transcript and pasted it into a forum, and someone pointed out it used the same phrases as an AI phone demo I'd seen on YouTube. Has anyone else caught a company using canned AI responses that sound too polite to be real?

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the_wesley2d ago

Did you catch that report on NPR last week about companies using ai to screen calls? I swear I heard the same exact script you described, like word for word, during a warranty call last Tuesday. The bot kept calling me "sir" even after I told it my name, and when I asked for a human it said "I understand your concern" and then hung up. I recorded the whole thing and played it for my buddy who works in telecom, and he said it's probably a system that flags angry callers and dumps them. So yeah, you're not crazy, these canned responses are everywhere now, and the worse part is they're designed to sound nice so the company can say they tried.