AI Levels the Playing Field in Customer Support

Today I had my first AI-assisted support chat – as a customer.

At first, I was fully in. Curious, even enjoying it a little. I explained my case, already quite sure the answer would be: “That’s not possible (yet).” I was even hoping the agent would say: “I’ll pass it on as a feature request.” But that moment never came. Instead, I had to explain the problem again. And again. There were delays, scripted replies, automatic translations. After more than half an hour, it got exhausting.

So I copied the entire chat into ChatGPT and let it help me rephrase, refocus, and restructure. Suddenly, the conversation became smoother. Clearer. The problem didn’t disappear, but the frustration did. I ended up submitting a feature request – not because I lacked the idea, but because the AI took the time to phrase it properly when I no longer had the energy.

It made me think: Companies equip their agents with AI, templates, and automation to respond more efficiently. Why shouldn’t we, as customers, do the same? Empathy goes both ways – but clarity is a good start.

Maybe next time, I’ll start the chat by letting AI write the message for me – and skip straight to being understood.

Originally posted on LinkedIn.