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Most consumers hate the idea of AI-generated customer service
(www.techspot.com)
This is a most excellent place for technology news and articles.
I mean, real person isn't the bar I'd call 'minimum', a helpful real person is.
It sounds like they met one of those two, but the difference between an AI who can't help you and a real human who can't help you is pretty small: you still don't get what you're after either way.