Policy Meets AI: Why Broken Rules Break Customer Service

This article critiques the deployment of AI chatbots in customer service, arguing that automation amplifies flawed policies and can degrade customer experience. Using a personal airline case and supporting studies, it highlights a consistent gap between AI and human agent satisfaction and warns that cost-first AI implementations lead to frustration. The author urges organizations to fix policies and processes before applying AI, emphasizing human-in-the-loop oversight and empathy for complex cases.