Customer service is reading from a scipt.
Why would AI help you? Customer service exists to deflect you from getting back what the corpo stole from you.
The question is it is easier for you to social engineer the CSR into helping you, or prompt engineer the AI into helping you.
One conversation:
Me: "Hello, I'd like to ask why all the loyalty points from my MILES card is gone."
CS: "Sir, it says here that you upgraded your MILES card to a SMILES card. If you did not request a points transfer, they are gone."
Me: "Okay, how do I do that?"
CS: audible eyerolling "You should have done that while applying for an upgrade."
Me: "You can verify my details for both, right? Can't you transfer the points over?"
CS: "Ugh." Hangs up
Whereas AI would always politely answer questions, even the dumb ones like this.