Over the last month I contacted Support for the first time in many years.

This was for a question about how billing works.

It went like this;

1. Case created.

2. Unassigned for seven days.

3. Open real-time chat, talk for 25 or so minutes where I guide a first-line Indian chap who plainly doesn't know about the subject in hand and who is as we talk reading the AWS docs I've already read. At the end, just as I couldn't find an answer, he couldn't - which is good, he didn't try to give me the wrong answer - he escalates. That's fine - a lot of questions are simple and even silly, and first line support is there to handle them - but they could have done all this without me, if they'd opened the ticket themselves rather than me having to chase.

4. Eleven days later, comes back with exactly the wrong answer. In the meantime, I had figured out the correct answer, and reply, explaining it to him.

5. Next day, I get a wall of plainly AI generated text telling me my answer is correct.

It seems to me a key issue here relating to AI generated text, is a misunderstanding on the part of AWS that I as a consumer will value that answer exactly (or indeed, even remotely) as I would value the answer from a human.

I do not. I almost ignore AI generated text, as I think it as unvalidated response.

AI "support" bots that just attempt to read the published documentation for you are possibly the most annoying thing to have come out of the current AI plague.

Even Stripe - once legendary for the quality of its support - has apparently given up now. I had to deal with it recently over a case where the merchant was seeing an unexpected change in the way it was collecting payments and the AI bot was worse than useless - it actively suggested incorrect explanations and resulted in several days of trying to change the wrong things while the problem persisted.

For my own businesses we give this issue a heavy weight when choosing which services to use. We have even seriously considered moving existing integrations to different services over this one issue recently. If we're integrating with a service then we want to know there's a real person who can actually help if we have questions or anything goes wrong. Failing to provide that because it's cheaper to push everyone through the AI bot is a statement of intent about how much you value your customers.

> I guide a first-line Indian chap who plainly doesn't know about the subject in hand

Out of curiosity, why is it relevant that this person is Indian? AWS employs a lot of Indians on their actual product and engineering teams, who have built AWS, and surely do know their own work well. Isn’t this just an issue of support mostly being lesser-paid people who work off scripts, rather than of race?