{"id":90905,"date":"2024-03-08T11:12:04","date_gmt":"2024-03-08T16:12:04","guid":{"rendered":"https:\/\/danielschristian.com\/learning-ecosystems\/?p=90905"},"modified":"2024-03-08T11:18:32","modified_gmt":"2024-03-08T16:18:32","slug":"for-many-businesses-out-there-a-reminder-that-you-evidently-need-to-hear-again-christian","status":"publish","type":"post","link":"https:\/\/danielschristian.com\/learning-ecosystems\/2024\/03\/08\/for-many-businesses-out-there-a-reminder-that-you-evidently-need-to-hear-again-christian\/","title":{"rendered":"For many businesses out there: A reminder that you evidently need to hear again [Christian]"},"content":{"rendered":"<p><em><span style=\"color: #800000;\">From DSC:<\/span><\/em><br \/>\n<span style=\"color: #800000;\">I have had two instances recently where the phone-based systems (i.e., the Voice Response Units) haven&#8217;t worked&#8230;at all. They either wouldn&#8217;t let me do something as simple as updating my credit card number on file or checking on the status of a prescription. Human beings had to get involved to help me get the issues resolved. (Sounds a bit like the recent issues with the FAFSA forms, as I think about it.)<\/span><\/p>\n<p><span style=\"color: #800000;\">This is old hat, I know. This is common knowledge. But with AI, I&#8217;m increasingly concerned that the temptations are there for the MBAs\/executives out there to lay off employees and boost their short-term profits (so that Wall Street will reward them and so that they can get their year-end bonuses).<\/span><\/p>\n<p><span style=\"color: #800000;\">The reminder\/lesson for businesses and organizations of all types (including colleges and universities):<\/span><\/p>\n<ul>\n<li><span style=\"color: #800000;\">Unless you want to piss off and lose your customers,<strong> always allow your customers to stop using a VRU and go directly to a person<\/strong> that they can talk to. <\/span><\/li>\n<li><span style=\"color: #800000;\">Then <em><strong>empower<\/strong> those employees on the front lines as much as possible<\/em> so that they can get the issues resolved for your customers.<\/span><\/li>\n<li><span style=\"color: #800000;\">Don&#8217;t think you are putting your MBA to good use by laying off your employees after you implement some new VRU system or AI-backed system. Don&#8217;t be too quick to think that you&#8217;re going to save all kinds of money by going with AI. This might be the case down the line, but I wouldn&#8217;t be too quick to get there yet. And even when you do get there, please allow us to talk to human beings.<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>From DSC: I have had two instances recently where the phone-based systems (i.e., the Voice Response Units) haven&#8217;t worked&#8230;at all. They either wouldn&#8217;t let me do something as simple as updating my credit card number on file or checking on the status of a prescription. Human beings had to get involved to help me get [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[356,387,61,433,112,74,379,480,20,195,299],"tags":[],"class_list":["post-90905","post","type-post","status-publish","format-standard","hentry","category-artificial-intelligence-agents-llms-and-related","category-business","category-business-side-of-he","category-communications","category-corporate-business-world","category-leadership","category-mba","category-society","category-strategy","category-tools","category-workplace"],"_links":{"self":[{"href":"https:\/\/danielschristian.com\/learning-ecosystems\/wp-json\/wp\/v2\/posts\/90905","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/danielschristian.com\/learning-ecosystems\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/danielschristian.com\/learning-ecosystems\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/danielschristian.com\/learning-ecosystems\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/danielschristian.com\/learning-ecosystems\/wp-json\/wp\/v2\/comments?post=90905"}],"version-history":[{"count":4,"href":"https:\/\/danielschristian.com\/learning-ecosystems\/wp-json\/wp\/v2\/posts\/90905\/revisions"}],"predecessor-version":[{"id":90909,"href":"https:\/\/danielschristian.com\/learning-ecosystems\/wp-json\/wp\/v2\/posts\/90905\/revisions\/90909"}],"wp:attachment":[{"href":"https:\/\/danielschristian.com\/learning-ecosystems\/wp-json\/wp\/v2\/media?parent=90905"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/danielschristian.com\/learning-ecosystems\/wp-json\/wp\/v2\/categories?post=90905"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/danielschristian.com\/learning-ecosystems\/wp-json\/wp\/v2\/tags?post=90905"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}