[NoZebra120vClip]

At GrubHub, I am often in need of a partial refund. Sometimes it is granted immediately, and sometimes it is flagged for a chat with CSR. It seems non-deterministic. Sometimes the CSR seems to deliberately misunderstand my request, warranting two or three chat sessions until it's all cleared up. A robot advocate could certainly conserve my blood pressure.

[cvccvroomvroom]

Until I stopped using DoorDash, they used AI agents. Typing "agent" transfers the chat to a real human who would often begin rapid negotiation. Complaining a little more results in a better inducement. That part could be gamified with an chatbot on the customer's side.