I just had a SaaS customer support experience that rubbed me in just the wrong way. It was just an email address instead of a support widget. It responded waaaaay too quickly no matter what time of day it was. It tried its best to be helpful but it got things wrong multiple times. It seemed to completely ignore the screenshots and video that I wasted my time creating.

The only reason my problem was solved was that when it gave me the wrong answers it ended up pointing me in the right place to figure it out for myself.

Of course it was an AI support “agent”. I asked it if it was and it confirmed it. A human would have answered my question in an email or two, but this one took 5. Not great.