> There’s a stew of factors at work behind the rise in consumer rage [including] the rise of AI customer service.

I'm not really sure the problem is AI here. I've had plenty of bad experiences with human customer service agents that were poorly-trained and hard to understand. An AI can be implemented in a shitty way, where it's at best a regurgitation of the help docs. Or, it can be implemented well, where it can autonomously take action without any human involved.

I have had a couple of experiences with the latter. Once you do, you realize that you actually don't need to talk to a person per se -- you just want your problem solved efficiently. That can be done with a human or an AI; it isn't really the most significant bit to be filtering on IMO.