Avoid AI Chatbot Hell

I wish the screenshot below of a recent conversation I had with Meta's AI chatbot were fake, but it's not.

This is actually how Meta's Chatbot continues to reply to my response.

I have to wonder if this is intentional, perhaps designed to help the teams responsible for customer experience at Meta achieve the metrics they need to secure their bonuses, and if this endless loop won't stop until I type "highly satisfied"?

But if it's not intentional, it's a perfect example of what can happen when you decide to replace your human customer service representatives with AI chatbots.

If you want to implement AI chatbots into your business and avoid dooming your customers to AI Chatbot Hell, you have to ensure you are:

1. Training those chatbots extensively;

2. Enabling them to address 90% of the issues customers will contact you about;

3. Providing easy access to humans for the remaining 10% of complaints, and;

4. Putting extensive checks-and-balances in place to ensure a technology intended to make things better for your customers doesn't make things much, much worse.

If not, it's not likely your customers will ever forget the frustration you caused.

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P.S. It seems my rage typing has invented a new word: disasstisfied. I hereby coin this term to mean "completely dissatisfied at assinine behaviour or policies".

P.P.S. If you're wondering, as of this writing, my issue STILL hasn't been resolved: the chatbot has informed me that my case (which involves an issue over 10 years old that is almost certainly attempted fraudulent activity on my then-dormant ad account) does not qualify for human support, and the AI cannot resolve the issue.

And for the record, I would absolutely not even attempt to advertise with Meta if I thought there was any way I could avoid it. Unfortunately, for my very specific use case, Facebook and Insta are both critical components of my marketing plan. And the fact that these use cases exist explains why Meta can get away with such atrocious behaviour, not just from a customer experience perspective, but to society in general.