AI, ML, and Bots Are Taking the "Service" Out of Customer Service | Lochhead on Different

Cloud Wars Live with Bob Evans

Inhoud geleverd door Bob Evans. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door Bob Evans of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.

2+ y ago 54:32

MP3•Thuis aflevering

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 are dealing with account suspensions for posts that do not actually break any rules.

The Big Quote: "We have asked these major platforms for their free speech policy... They send a link, you read the link. And here's what you discover when you read the link: the word free, the word speech, or the two together don't appear in the document."

Want more from Christopher Lochhead and Category Pirates?
Explore his podcasts, blog, and books, including the new "Snow Leopard."

473 afleveringen