American's CS going automated with AI bots


Apr 26, 2005
I really hope they would rethink doing this. SWA tried it a long time ago when they closed the San Antonio Customer Service Center and went with the bots. Didn't last long as they reopened and fully staffed another CSC because they seen how much more personal it was for customers to deal with live people. Pretty sure AA's customers will voice their opinions loudly, and AA might go back to live folks just like SWA did a long time ago.

Both are mistakes. You can't realistically expect newhires to work remote. Using AI to suggest a response I can see, but not having someone review the response is only going to piss customers off even more than they already are....