I appear to be waging a one-woman ’See Something, Say Something’ campaign where I write to companies to register my displeasure when they use AI to enshittify customer service.
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@CiaraNi Zakly. Then you hear the hoors talk about "when AI is rolled out in medicine".
@psneeze It's both depressing and terrifying.
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@psneeze It's both depressing and terrifying.
@CiaraNi Very and very.
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@CiaraNi i did the same recently to a sports training app. They infused it with AI and it no longer worked well. So I left and told them why. And then I was surprised, lots of others did too. All their recent reviews on Google Play Store say the same, which made me take heart: others feel the same
@ronanmcd Ah, this is good to know. I have been feeling very Skibereen Eagle-ish, writing my little mails of complaint to the AI-wielding companies. I am comforted to hear there are quite a few of us. The more the merrier, if we're to have any chance of getting companies to notice, let alone listen.
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@webidebi Oh that's awful. Soul-destroying. Society-destroying, the way we're going. I am hearing this more and more often from people in different jobs and industries. Customers and contacts sending in slop, sending 20-page AI-generated mails with lots of irrelevant questions even for a simple query. Such a waste of everyone's time. Utterly depressed - yes, that resonates, I feel that way too.
@CiaraNi yes we get those too, an absolute waste of time! ....And at such a cost to the planet!
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@CiaraNi And here's another thing: I am convinced Googles has deliberately broken normal search to forced us onto their AI shite.
@psneeze That sounds extremely likely and greed-driven.
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@psneeze That sounds extremely likely and greed-driven.
@CiaraNi We know they deliberately broke it to sell more ads. The theory was if you got the wrong results first time you'd search again with slightly different terms. This way they doubled the ads you saw.
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@CiaraNi yes we get those too, an absolute waste of time! ....And at such a cost to the planet!
@webidebi Yes! Even if AI were efficient and accurate and the best thing since the bee's knees and the cat's pyjamas and sliced bread, it's still unethical and an environmental catastrophe.
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@CiaraNi We know they deliberately broke it to sell more ads. The theory was if you got the wrong results first time you'd search again with slightly different terms. This way they doubled the ads you saw.
@psneeze Jesus, the simple greedy deviousness of it. If only they'd put all that creative thinking and energy into something good. 'Don't be evil' yeah right.
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@dannyman I'll take my chances here in the heart of the reply thread and say: the insurance company is Gjensidige Forsikring. Norwegian, with a Danish subsidiary. I have never heard anything unethical about them. I sent a mail to them today, praising them for customer service and for their competent staff. And for instant human accessibility without an AI barrier at the start.
@CiaraNi thank you for thanking them. I assume they don't serve my part of California. But our Norwegian and Danish friends probably appreciate your testimony. Thanks.
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I appear to be waging a one-woman ’See Something, Say Something’ campaign where I write to companies to register my displeasure when they use AI to enshittify customer service. And when their app is only available to Google & Apple customers. Their AI wastes my time with useless ’customer service’. I take time to word constructive customer feedback. Their AI reads it. I spend time reading a useless AI reply. AI increases productivity my bollix. What a waste of human time.
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@SorenMRiis @JD_Cunningham I do really hope that our little individual emails of praise do get through to the right people at the company at a strategic level, and that they also praise the staff involved.
@CiaraNi @SorenMRiis @JD_Cunningham Speaking for the CS people at the company I work for (my team has a small customer-facing part of our job, so we get feedback too, although it matters much less to us), positive feedback directly affects staff morale and ratings. KPI stats are very important to the CS/customer care teams, they live and die by them. Pay rises, bonuses, continued employment - all affected by feedback as well as the numbers of tickets closed per day etc.
