I see more and more companies that make virtually impossible to talk to a human being when you have a problem with their service. I do wonder what the narrative behind this decision is. Is it to respond to increasing demands on behalf of the customers? To become more efficient by outsourcing some of the operations?
It seems that in a couple of years, more than 80% of all customer service interactions will be handled without the need for a human being.
As in many other areas, what’s interesting is not the speed the change is coming at and who is adopting what, but rather why this is the path that most companies seem to be taking. What is the narrative behind the decision?
What we do is never as important as why we do it, because that reveals what really matters to us.