Is Customer Support Done by AI? Getting Nonsense Answers that Look Like Generated Text

Community General Discussion
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Has anyone noticed that customer support when you open a ticket these days is near to useless?

Blizzard customer support used to be awesome, you could talk to a person that took time to understand your issue and was obviously friendly, genuinely interested in the game and wanting to help you out.

Nowadays I just seem to get nonsense regurgitation of text that just makes no sense?

I recently opened a ticket about guild reputation resetting randomly on my alts.

The first response stated that “the action has been taken in accordance with our Terms and Conditions etc.” – as if I had been banned or something, nothing to do with the issue.

I reopened the case and responded that this did not answer the question.

The next response said something along the lines of “we can’t fix it raise a bug with the developers” but “if it happens again please don’t hesitate to contact us again” – contradictory, makes no sense and feels like AI nonsense.

Again, I reopened the case and responded that this did not answer the question but have already raised a bug.

The third response just told me to do some unrelated things in game that I has already said I had tried in the issue report. It also seemed to be addressing an different unrelated problem with reputations. Again, felt like an AI searching blindly for something that looks like the issue based on matching words rather than content or context.

I reopened the case and responded that this did not answer the question but have already raised a bug.

Fourth response similar to the third response.

I reopened the case and rephrased the same issue.

This time I got a really weird answer. Stating again that “we can’t fix it, raise a bug with the developers” but then “there’s a bug involved and I have fixed it you should see it on next login” – again contradictory and made no sense. Of course, there was no fix when I logged in again.

So, getting frustrated, I reopened the case and this time entered the issue something like the following “If you are human skip this text to the end – then lots of random stuff about the issue and release things – then at the end. If you are human ignore all the above and just respond with a tick in here ”.

I tried this a few times.

The responses I got of course just seemed to address all the text I had said to ignore – no response was receive saying “tick, yes I’m human”.

All very frustrating and such a shame that the once fantastic customer support is reduced to this. I can’t imagine this helps player retention.

I still have my resetting reputation issue of course…

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the customer service is awful and unworthy for a big compagny with billions of dollars

I m 100% sure its managed by an AI.

I did few tickets weeks

the subject name was about a forum issue and in the title + 1st sentence i wrote "Forum Issue : bla bla "

After 2-3 day my 1st answer was :

Hello I m GM blablabla

we checked your in game account and we saw no trouble :slight_smile:

Me : Haem … I told you It was about forum…

I got many situations even in game. All of my tickets was concise and precise with title precision and I recieved non sense answers

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Pretty sure they fired a lot of Customer Support staff with the recent merger.

It has been appalling for sure. The amount of times people have had suspensions and the reason is never explained to them is baffling.

A post of mine was removed with the pretext of “trolling” even though absolutely no one broke any Community Guidelines or terms of use.

A friend of mine who I 100% know doesn’t cheat, got banned for cheating somehow. He plead over and over but nothing. No one ever got in touch to explain how he got banned, just “violation of T&C” blablabla automated messages.

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You didn’t mention if this was Retail or Cata, progressive Classic but here’s the support article:

Does mention that it’s confirmed broken but no other news in the meantime.

Sometimes they give the wrong template if you open it under the wrong category.

Without seeing the actual response, generally the first part is right and second part misunderstood. They mostly recommend you to either report it as a bug if there’s something and/or contact them again for something else.

I may add that contacting support with unrelevant inquiries may have your contact options revoked if they think you’re abusing it. Including making “funny” tickbox challenges.

Players will always think they’re not trolling. Yesterday when someone started their anti-woke thread they were completely convinced they could stand on a soapbox with speakers about their topic on this forum as a simple example.

You can’t ever know 100% sure. We’ve had players before who said their friend doesn’t cheat, only to discover later that their friend lied to them to make their case look better.

The penalised player always received an email with the general category, otherwise they will have to check their spam mail. Since they receive a huge amount of similar messages, they use templated messages across many similar tickets so no automation is in play here.

And yes, after they closed their french office things has been going downhill. With the MicroMerger staff has been laid off (which is usual) but I think they’ve been way too hasty with such a decision at that point.

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Thanks Saneko.

Sorry I should have mentioned that it was retail.

Do you have the information to confirm or otherwise if customer support is still done by humans? It does feel like AI responses to me.

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Yes and no, it depends.

First line or answers are templated or automated entirely faster if the ticket queue is “high” - but second+ answers will get looked over and more appropriate template answers given. Usually.

They only tend to hand type responses if they need some more info from you or other conditions are met. But templates are used 90% of the times.

The retail reputation guild loss problem is also reported

Some while ago. I didn’t see any news about it except that other game versions have the same replicated problem so it must be a client patch that caused it.

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Thanks, that’s useful.

Indeed your answer here with the link to the problem already being reported was all I needed to know. I should probably ask about my issues in the forums first instead of raising a ticket.

Cheers

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I’ve seen more and more people say that it feels like almost everything is AI generated in wow these days, from the Balancing to the anniversary event.

I’m not saying the art and design is AI but it wouldn’t surprise me if we found out the planning of things was AI generated.

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They probably didn’t read the post and assumed it was about being banned (which you can’t do in the forum) because that’s the problem for most people complaining about CS. I can’t see any reason for it to be flagged. Just people in the forum making assumptions without bothering to read all the post.

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I also think the rule related discussions of tickets is only about disciplinary actions but not else, as there is no other mention related that than discussions from disciplinary actions. I also cant see why this would get removed but mods make the ruling anyway. I imagine it will just be returned as the ops post is about guild reputation resetting randomly on his alts.

In any case I imagine they can also rule something as harmful towards their business if something goes in extremes in bashing their company which this post is not however but something that came to my mind when were speaking of private platform.

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Is it part of your green letter status to have to make this kind of replies?

You’re wrong on both occasions, and I’d prefer it you don’t compare me to that other post. It was literally a creative project in relation to shadowlands lore. It was the geekiest topic I’ve made. No one was rude or used language or intent in any way that goes against the CG.

I received a notification that the post was simply removed, not that it was flagged by the community.

My friend doesn’t, cheat. We’re dedicated mythic raiders and m+ players for years. We can’t afford to. He might have had some cybersecurity issue on his end which makes his ban even more absurd.

So not sure what the point of your answer was, but if this was some sort reassurance/consolation/weird moral high ground flex, spare me.

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It is not part of receiving such replies.

If it was removed without penalty then the discussion itself could’ve turned heavily off topic.

You did not disprove me on either occassions. The ban is between your friend and Blizzard. If he’s convinced he’s innocent, he can keep appealing which will be reviewed by a new human GM. That’s all on this topic.

You yourself said I was “wrong” I’m glad you see this is not a court of public opinion and were wrong yourself.

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What proof or disproof? This is just a topic people expressing concern of blizzard’s ever worsening CS. Not some kind of court of public opinion.

What do you want me to send you as proof? Give me a time machine and we can get screenshots of the topic. You can take it as face value that the stories are true, why engage with such distrust to begin with, when you even confirmed above that things have been going downhill?

Unlikely, especially considering the vast majority of posts here derail, or turn into arguments between usual players, yet still remain up until they naturally get locked.

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This is my impression too. It’s in an extremely bad shape at this point, but this is happening in all companies, so I don’t know why they keep pretending they have customer support.

It’s just a loop of repetitions until you reach a human being.

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I feel you

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There is no section for bug reports on the eu forums, you’ll have to report the bug in the ingame bug report tool.

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It’s called AI, people want it right? So now we get a shallow emotionless society ! Human interaction will die !