I have a long standing relationship with a vendor (which will remain nameless). I had an issue that took place in September of 2025. I tried and tried to resolve. Every time you called, it would be an AI agent running you through all the questions and then promising that my representative would get back to me and then crickets. I tried the chat bot and the same issues. Months and months of making calls and no one would give me the contact information for my representative because it went into a queue. I kept calling and still no answers. I refused to pay the invoices that were messed up or the late charges and interest, so at some point, my account was put on hold. The accounting department would call about my late payments, but they could not help me resolve my issue. I needed to speak with a representative of which they could not offer a name. Eventually a man named Chester contacted me from this unnamed vendor. It took us 3 months, but we were finally able to get through all the necessary departments to clear up my issue. I am thankful for Chester. This happenstance shows me that there is no replacement of a real person. AI has it's place, but it does not handle everything and especially the complicated issues. AI is a superior assistant, but a great representative is very hard to beat. By the way: Chester's assistance made me stay on as a customer after a very negative issue. Never overlook the opportunity to offer a personal touch and experience. Thank you Chester.
How an Experience Can Keep or Lose a Customer
