🤖Ocado Sends AI Reply to Customer Bug Report, Then Apologizes Personally

Your bug report might get an AI brush-off

Ocado's support team sent a developer an AI-written reply about a broken calendar invite. The developer rated it poorly on the satisfaction survey, and that rating got them a personal apology. Honestly? That's the best outcome for the customer and the worst signal for the company. Why should you care? Because this is what happens when a bug report has nowhere real to go. The author says Ocado doesn't have an easy path to its technical team or a bug tracker, so support became the only door, and support answered with a bot. If you own a customer-facing API or integration, ask yourself where a detailed diagnostic report would actually land. The details are small but telling. The first reply came from 'Lulu' and read as AI. The survey followed, and the author gave low marks across it. The apology thanked them for detailed diagnostic feedback and promised it would reach the technical team, and the follow-up finally engaged with the original message. The author's line is simple: summarising AI output is fine, replying to a human with it is not.