Re: TBH the best AI is the stuff you don't see.
Yeah, the "Turing test" for an AI acting as customer support is that you can't tell if you are talking to a machine or a human.
Perhaps that's why they outsourced and scripted call centers. Make them harder to understand, harder for them to understand us, and less able to understand problems beyond the dozen or so ones they are trained to handle. Lowers the bar quite a bit for IVR systems to eventually replace CSRs completely.