Customer service collapsed because we commoditized human attention into throughput metrics and efficiency algorithms. We chose the brutal efficiency of not caring over the economic “waste” of actually helping people, then wonder why every interaction feels like negotiating with a chatbot that learned human speech but not human values.
Discussion
Brutally, beautifully put
Chat bots will get much much better. Within a few years the ai bots will provide better support than any human could. I’ve seen it personally where the ai is better than myself at many questions
Sure, AI will solve problems faster but when we remove humans entirely from the feedback loop, we lose the last mechanism that could force companies to actually care about customer experience rather than just appearing to. Perfect efficiency without human accountability is just sophisticated indifference at scale.
