I’ve been happy with my USAA service for 20 years, but the “automated agent” BS is killing me.

I realize all banks are probably doing it. And customer service isn’t perfect with calls being taken by humans, especially with hold times. But using half-brained LLM agents to process phone calls isn’t a good solution, and it only distances members from USAA’s services. The automated agent constantly asks you to repeat yourself and has difficulty with even the simplest things.

And the end of the day it feels disrespectful when a bank or corporation says “You aren’t worth the money or effort that it takes to have a real human being interact with you until you run through the automated rat maze of talking to the fucking computer that doesn’t know jack shit”. Simply one more way the world is becoming increasingly inhuman and hostile to humans. I really hope no USAA employees were laid off for the sake of this terrible system. Please do better USAA.