Topic overview
In brief
- A user attempted to negotiate their AT&T phone plan using an AI agent called Kudos.
- The AI agent declined a better plan offer due to the need for explicit permission from the user.
- The experience revealed the limitations of AI in effectively negotiating bills without human intervention.
Summary
In the United States, a user attempted to utilize an AI agent named Kudos to negotiate better rates on their AT&T phone plan. The process began with the user uploading their bill and providing a one-time passcode to initiate negotiations. However, the AI agent was unable to accept a new plan offer of $50 per line with the same features because it required explicit permission from the user to make changes. This limitation was confirmed by Kudos support, which stated that the AI agent could not proceed without the necessary permissions. The user then tried to negotiate a second bill from Verizon, but encountered issues with the call center being closed despite it being during business hours. Eventually, the user received a notification that their request was in the queue, but the experience highlighted the challenges of using AI for bill negotiations. The user learned that if the one-time passcode had worked, they could have saved $20 a month or $240 a year, and that there were additional discounts available for autopay. Ultimately, the user concluded that while AI agents could provide useful information, they were not yet effective in negotiating better rates without direct human intervention. This experience raised questions about the effectiveness of AI in customer service roles, particularly in negotiations where explicit permissions are required.