I recently spoke with a customer service representative at a major health company regarding a billing issue. I expressed my concern and astonishment at receiving a bill for an astronomical amount. I told her I suspected it was a scam, but wanted to cover all bases and verify whether it was legitimate.
To my alarm, the bill was legitimate, but there had been some adjustments since I had received it.
I expressed my appreciation for her answering my questions and telling me about the adjustments. I can’t overstate how relieved I was. The pending balance was a molehill compared to the humongous bill I held in my hand.
The representative responded to my questions, but at no time was she apathetic.
Her customer service skills were robotic in nature. She expressed no empathy for my alarm about the huge bill and did not apologize for any errors or for mailing the bill.
I thought, why was it difficult for her to relate to the way I felt? If she had received such an outrageous bill, she would have reacted in a like manner.
She could’ve at least said, “Mrs. Smith, I know how you feel; I would feel the same way. No worries, everything has been corrected.”
Too often, people don’t want to step into others’ shoes or see someone else’s perspective.
Who are these robotic people who will soon lose their jobs to real robots and Artificial Intelligence (AI)?
We have read about AI chatbots, digital companions, and other synthetic media used to connect with people socially.
Can synthetic relationships support and satisfy human needs?
Steve, an artificial intelligence agent, scheduled my next doctor’s appointment and did so in a very polite and accommodating manner. I’m sorry to say I was more impressed by him than by the customer service representative.
Naturally, I would prefer to speak with a courteous individual, but circumstances are changing rapidly regarding the use of AI.
Various AI tools marketed as advisers, romantic partners, friends, and other synthetic human connectors are available.
Are AI relationships a new normal in our society?
Some think that these relationships are technical, customer service, and emotional needs for businesses and millions of people.
I would rather give the customer service representative another opportunity to be more sensitive to my concerns than to replace her with an AI tool.
Let’s not forget, no one is perfect, that is, no human is perfect!
These synthetic relationships and connections may be marketed as perfect support for many human needs, without stress or conflict.
Remember, these synthetic connections are only simulated relationships and companionships.
Studies reflect that over 70% of teenagers have used digital relationships or AI companions for various support and emotional security.
Real connections and relationships, even those involving disagreements and differing opinions, rather than synthetic ones.
People who want to opt out of genuine relationships can opt into digital ones.
Let’s be real. There’s no such thing as computer love.
A chatbot may have a name, but it doesn’t have a heart.
Let’s keep the customer service representatives.
I hope you are happy and well.