Why don't companies let you talk to an actual human anymore?
It's one thing when companies that exist entirely online—like Facebook and Instagram—use chatbots and emails instead of a real person as a customer service solution. That's annoying, but understandable. It's another when business like appliance vendors, airlines and shipping companies have no way to connect a customer with a problem to an actual human who can help them. But this trend has been gathering steam for years now, and the problems it creates are worth examining. What happens when business-customer exchanges are entirely impersonal? What's the cost-benefit decision the company is making here? How does an actual human voice change tense interactions? And what happens when more and more companies turn this stuff over to artificial intelligence? GUEST: Emily Stewart, business and economics reporter at Vox
Audio is streamed directly from the publisher (rogers.simplecastaudio.com) as published in their RSS feed. Play Podcasts does not host this file. Rights-holders can request removal through the copyright & takedown page.
Show Notes
It's one thing when companies that exist entirely online—like Facebook and Instagram—use chatbots and emails instead of a real person as a customer service solution. That's annoying, but understandable. It's another when business like appliance vendors, airlines and shipping companies have no way to connect a customer with a problem to an actual human who can help them.
But this trend has been gathering steam for years now, and the problems it creates are worth examining. What happens when business-customer exchanges are entirely impersonal? What's the cost-benefit decision the company is making here? How does an actual human voice change tense interactions? And what happens when more and more companies turn this stuff over to artificial intelligence?
GUEST: Emily Stewart, business and economics reporter at Vox
We love feedback at The Big Story, as well as suggestions for future episodes. You can find us:
Through email at [email protected]
Or @thebigstory.bsky.social on Bluesky