A shocking investigation reveals HP deliberately added 15-minute wait times to customer support calls, exposing a troubling trend in how tech giants are weaponizing automation to discourage human interaction. While companies trumpet AI efficiency gains, this calculated friction shows how automation can become a barrier rather than a bridge to customer service.
The Automated Roadblock Strategy
HP’s internal documents reveal a systematic effort to push customers toward automated solutions by making human support increasingly frustrating to access. The strategy isn’t just about cutting costs – it’s about fundamentally reshaping how customers interact with support services. This approach has spread across the tech industry, with 71% of support leaders planning increased automation investments this year alone.
When Algorithms Replace Empathy
The human cost of this transition extends beyond frustrated customers. Support staff increasingly report feeling pressured to rush through calls, with automated systems monitoring their every word. Meanwhile, AI chatbots now handle up to 80% of initial support requests, despite their limited ability to address complex problems or provide empathetic assistance.
The Digital Divide Deepens
This shift toward automated support disproportionately impacts elderly and less tech-savvy users. As companies like HP create artificial barriers to human support, they’re effectively cutting off vital services to vulnerable populations. The trend connects to broader concerns about how tech giants reshape access to essential services.
Breaking Through the Automated Maze
Some companies are pushing back against this trend. Dell’s recent introduction of self-healing PC technology aims to prevent problems before they require support intervention, while still maintaining accessible human support channels. This balanced approach shows how automation can enhance rather than replace human interaction.
As tech support automation accelerates, the industry faces a crucial choice: continue down the path of artificial friction and hidden agendas, or develop solutions that truly serve customer needs. The real innovation won’t be in finding new ways to avoid human interaction, but in creating automated systems that enhance rather than replace the human element of customer support.