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 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."


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