Complaints about online platforms often go nowhere. AI could actually be part of the solution

Jens Büttner/picture alliance via Getty Images You know the feeling. Your account is suspended, your refund request is refused, or you’re still being charged for a cancelled subscription. So you go to the company’s website for help and you find a chatbot. It offers a menu that doesn’t include your situation. There is no option to speak to a person. Eventually you give up. Since the start of 2023, Australians have made 1,780 complaints about online retailers, marketplaces, search engines and…