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user_tqe8o3
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2 Messages

Saturday, February 28th, 2026 1:35 AM

AI Customer Service hung up on me

This should not be allowed. I was speaking to an AI Customer Service agent on the phone and when I asked them if they were a human, they said “yes” and tried to convince me they were human. After I asked for a manager, they hung up on me after 15 minutes. This seems really improper and a little eerie to train your AI agents to do this. If you are using AI agents, tell the human customers that they are in fact speaking to an AI agent and don’t gaslight them. 

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2 days ago

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XfinityChelseaB

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2.2K Messages

6 days ago

Hello @user_tqe8o3, Thanks so much for taking a moment out of your day to leave a post on our community forum. We appreciate your feedback and would be more than happy to help with any account or service concerns you may have. Did you get your concerns addressed already? 

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user_tqe8o3

Visitor

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2 Messages

No. I was called back by another AI Voice Agent. I would like to talk to a human person. Please help me get in touch with a human.

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6 days ago

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XfinityMarshante

Official Employee

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951 Messages

@user_tqe8o3, sorry to hear that your concerns weren’t addressed. I know how frustrating that can be, and you deserve to feel heard and supported. We’d be more than happy to assist and make sure every one of your concerns is properly taken care of. To help us better understand what’s going on and provide the most accurate support, could you share a bit more detail about the issues you’re experiencing?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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6 days ago

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user_jo254a

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1 Message

Yes I just spoke to an agent who said they were not AI but I could tell it was definitely AI. I almost told her that her voice just didn't sound as sexy as a real woman's voice. :-) 

It's disturbing on different levels-1. I don't want to talk to a robot 2. It's not human connection and 3. This is taking a person's job. 

May switch to AT&T.  

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2 days ago

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XfinityJohnG

Official Employee

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2.5K Messages

Thank you for reaching out to our team. I would be happy to help you from here with any account or service issues. What type of issue did you need assistance with?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 days ago

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