Ocado AI customer service reply draws user complaint
What happened
A user reported a calendar-invite bug to UK online grocer Ocado and got back a customer service reply the user says was AI-generated. The sycophantic agreement and em-dashes made the user doubt a human had seen the issue. The user gave a 1-star satisfaction rating and complained, then got a human reply days later. That email had grammar flaws but addressed the technical details. The author argues AI can triage and summarize support messages, but replying to real complaints with AI disrespects users.
Written by AI from the coverage · updated 1 hour ago
Coverage
Follow the reports to see the story from different sides.
- Hacker News front pageJust a little AI resistance, as a treat
英国线上超市 Ocado 用 AI 回复用户提交的日历邀请 bug 反馈，回复带有谄媚式附和、em-dash 等典型 AI 特征，让用户怀疑问题未被转交真人。用户随后在满意度调查中打 1 星并投诉，几天后收到一封语法不完美、但真正回应了技术细节的人工回复。作者认为 AI 可用于分流和总结客服消息，但用 AI 直接回复真人投诉是不尊重用户。
Heat over time
Not enough continuous observations to draw a trend yet.