Latest / Cloud Wars Live with Bob Evans
AI, ML, and Bots Are Taking the "Service" Out of Customer Service | Lochhead on Different
The Big Themes:Tech's "cancel first" policy: From Amazon to Twitter and beyond, tech platforms seem to be far too quick to remove accounts, content, and products without asking any questions about the rule that's allegedly been broken.Brands are abandoning customer service: Trying to reach a human to discuss a customer question is nearly impossible these days. Christopher points to Southwest as a remarkable exception to this rule, and encourages companies to get humans involved again.The limitations of AI- and ML-driven regulation: Bots don't get sarcasm yet, and users across many platforms…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.