Cohere co-founder shows UPS's X support bot asking for full details, then punting to a phone hotline
suchenzang · x · 2026-11-07
Cohere co-founder Susan Zhang shared screenshots of UPS's official X support bot: it asked her to DM tracking number, address, name, phone and email; after she complied, it replied with boilerplate telling her to call the international team at 1-800-782-7892. Her verdict: "absolutely useless".
A textbook example of enterprise support automation going nowhere.
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