AI "Agents" are Replacing Basic Chatbots

I recently needed to refund for a damaged parcel I received, and the whole experience was reallyyy frustrating.

I kept getting responses from the ai agent instead of a real person, like it legit felt like I was stuck in a loop because it kept sending me the same options. It took like more than an hour before I finally got in touch with a real person…

Like I really understand that companies are cutting costs but I just find this really counterproductive. A simple refund shouldn’t be this complicated lol