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Even people who are bad at their jobs are real people. We can’t assume that everyone of low intelligence or motivation is sub human. Just say agency and author
by withaplomb 7y ago
Even people who are bad at their jobs are real people. We can’t assume that everyone of low intelligence or motivation is sub human. Just say agency and authority, that made your point.
- thrower123 7y agoIn the context of their jobs, they are a meat-based chatbot. This is no reflection on them personally, this is by design of their job role. They have metrics hanging over them to close calls as quickly as possible, without escalating. They are expected to handle dozens or hundreds of calls a day. There is no slack to actually try to resolve the user's problems in any way that requires more creativity than sticking to the SOP script, and moreover, they are usually mandated to stick to a very standardized procedure, with defined suggestions and language that they have to use, in a specific order. A good first-level support person would spoon-feed you the right incantations to get escalated, in a way that their cutthroat metrics aren't negatively impacted. It's a fucked up system, but this is how call-centers work.