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I appreciate what you're trying to do, but unfortunately this is kind of the problem with the Google culture. Everything has to be done with automation and bett
by jxcl 10y ago
I appreciate what you're trying to do, but unfortunately this is kind of the problem with the Google culture. Everything has to be done with automation and better tools because they simply do not have the ability to go through the massive amounts of customers that they have without them. Unfortunately, at some point you need a human on the other end that can make a decision, especially with refund/warranty cases.
- cjslep 10y agoSorry that my first post wasn't emphatic enough. The tools the team I'm a part of builds are used by real people (including other Googlers) fielding real telephone calls helping real customers through warranty and refund cases. None of it is automated for use without a human in the loop. Everyone on the team I'm a part of recognizes the perception you've eloquently provided, and very much care to scale with humans in the loop.
- 72deluxe 10y agoOut of interest, this "in the loop" terminology sounds odd to me and sounds like business speak. Is this common in Google? I remember once contacting Sun for info on software many years ago and received an email where they promised that someone would "reach out to me". I didn't want to be reached out for - I just wanted some text answering my question.
- cjslep 10y agoNope, "in the loop" is just me mangling a slang phrase I personally use -- "Keep me in the loop" -- which means "keep me informed in a real time manner". It's not the first odd phrase I've put together, as my girlfriend likes to remind me: "I don't words well".
- 72deluxe 10y agoHaha ok, so not the corporate business speak. I must say that your girlfriend's expression is somewhat "unique" too :-)