An Ocado customer attempting to report malformed calendar files received an initial reply from an agent named "Lulu" marked by synthetic, overly polished phrasing. Frustrated that technical staff had not evaluated the issue, the user issued one-star satisfaction ratings explicitly protesting the automated treatment. Ocado later reversed course, sending a personalized follow-up from a human representative who apologized and escalated the diagnostic report to the actual engineering team.
Key points
Deploying generative replies for complex technical reports risks alienating customers who…: Deploying generative replies for complex technical reports risks alienating customers who dedicate time to providing diagnostic feedback.
Using automated tools for back-end summarization and triage is safer than replacing human…: Using automated tools for back-end summarization and triage is safer than replacing human interaction in customer grievance channels.
Prompt human intervention and sincere apologies remain critical for repairing customer sa…: Prompt human intervention and sincere apologies remain critical for repairing customer satisfaction after automated communication failures.
Sources checked by our analysis pipeline: 1
At the recent EMFCamp, I bumped in to Professor Kate Devlin who was talking a little about the AI Resist List. I think one of the useful things we can do is loudly complain about shitty uses of AI. Here's an example.
As mentioned in a previous post, I'm contacting companies which send malformed calendar invites. One of the organisation I contacted was the British online supermarket Ocado. They don't have an easy way to contact their technical team, and no obvious paths to raise a bug report, so I filled in their usual customer service feedback form. I included a clear statement of the problem and a detailed technical analysis of why I thought it was a problem with their service.
After sending in my message, I received this back from "Lulu" at Ocado:
Thanks for getting in touch and sharing this feedback about our calendar files.
You're entirely right—having a technical glitch pop up when you're trying to organise your delivery is a real pain, so I've made sure to pass your feedback on to our technical and…
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