At times the so-called AI or the algorithm that decides what is and what isn’t can be a bit of a silly annoyance. Other times, it can make the difference between achieving an objective (such as withdrawing your money or verifying your identify) and not achieving it. And at the end of the day, there’s very little or no accountability. These days, if you’re digitally shortchanged, it’s harder and harder to break through the barriers to find an actual human being that might be able to help.
Therein lies my main complaint, which is actually a human decision thing. When a company gets to a certain size, it implements more and more levels of automation that are designed to (a) save money by requiring fewer employees, and (b) keep the customer and the attendant accountability at a distance. When you have millions of customers, losing a few or a few thousand to frustration due to bad (or intentional) programming is just an entry on a ledger somewhere, like pencils. It’s easily offset by the employee savings.
Great article, Sandhya.
At times the so-called AI or the algorithm that decides what is and what isn’t can be a bit of a silly annoyance. Other times, it can make the difference between achieving an objective (such as withdrawing your money or verifying your identify) and not achieving it. And at the end of the day, there’s very little or no accountability. These days, if you’re digitally shortchanged, it’s harder and harder to break through the barriers to find an actual human being that might be able to help.
Therein lies my main complaint, which is actually a human decision thing. When a company gets to a certain size, it implements more and more levels of automation that are designed to (a) save money by requiring fewer employees, and (b) keep the customer and the attendant accountability at a distance. When you have millions of customers, losing a few or a few thousand to frustration due to bad (or intentional) programming is just an entry on a ledger somewhere, like pencils. It’s easily offset by the employee savings.
Good food for thought. Thank again!
Would you not need to have a soul to be accountable? Serious question; I'm not well read.