Empathy is probably part of it, but I guess what matters to me is someone able to think outside of the box at least a little, and try to solve an actual problem - since the problem is likely caused by the shape of the box.

The biggest issue with these systems is they are designed to handle the common case. But if I had a common case, I literally wouldn’t be having an issue!

Humans usually recognize it pretty quickly if you explain it to them, ‘AI’ usually just keeps steering you to the same box.

Though recently I did hit a system that immediately sent me to a human when I described the problem, which was refreshing!

I guess they are made for the common case since a lot of people's first actions is to talk to someone and most cases are common. Since I usually have already gotten through the FAQ, I also rarely am helped by the AI CS.