I have a rather new experience with customer service: they don't understand my questions, and they don't appear to have read the questions.
My theory is that a lot of companies are starting to use Ai to draft up responses. These Ais don't understand the question, but picks the closest in concept space, and assumes that question.
It is horrible, because I need to all caps and explicitly ask customer service to read my messages, and I need to become incredibly rude to break out of it.
This has been kind of happening in Customer Service for at least a decade now, just not "with AI": You send them an E-mail with a specific and detailed question about your bill, and their inbox triage bot reads it, sees the word "bill" and responds back with a generic "Hi, thank you for contacting us about [BILLING]. Please find information about [YOUR BILL] at this URL: xxxxxxxx"
They're called canned responses. A lot of customer service reps are forced to use canned responses at level 1 no matter what. They can't respond with anything but a pre-made response.