Writer Adrian Chiles found himself stranded with a dead electric vehicle (EV) charger and a deeply frustrating experience with an AI-powered helpline. The charger failed to work after the Wi-Fi connection had to be changed, leaving him with a depleted car battery and a dispiriting search for human assistance.
After failing to find help on the manufacturer's website—which included a broken support page—Chiles eventually located a phone number. However, the call was answered not by a person but by an automated voice named 'Rachel'. Despite the inclusion of background office noise to simulate a real environment, the metallic voice was clearly artificial. When Chiles requested help, the line went dead three times.
Chiles described the experience as 'chilling', noting the deliberate attempt to make the AI seem human. He contrasted this with the eventual assistance from the original installer, Stuart, who guided him through a complex technical process. For Chiles, the prolonged interaction with a real person was as valuable as fixing the charger itself, highlighting the growing scarcity of human customer service.
