They don’t care about you. You are a number on a screen that happens to pay their company money sometimes. But by using recorded voices, the company hopes to tap into the empathetic part of your human brain to subconsciously make excuses for their crappy service.

When I get stellar customer service these days, I’m happy and try to call it out, but i don’t expect it anymore. My first expectation is always AI slop or a shitty phone tree. When I reframed it for myself, it was a lot easier not to get frustrated about something that I can’t control and not blame a person who doesn’t exist.