Just a little AI resistance, as a treat

A customer complained to Ocado about malformed calendar invites and received a response that appeared to be AI-generated, lacking genuine engagement with the technical issue. After rating the service poorly in a satisfaction survey and criticizing the use of AI, a real human representative followed up with a sincere apology, acknowledged the detailed technical feedback, and confirmed it would be passed to the engineering team. The incident illustrates both the frustration of being dismissed by AI customer service and the value of pushing back against inadequate automated responses.