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This. Humans aren't a panacea for getting problems solved. I would much rather open a ticket than wait on hold for hours to speak with a human in a call cente
by repiret 5y ago
This. Humans aren't a panacea for getting problems solved.
I would much rather open a ticket than wait on hold for hours to speak with a human in a call center in a low wage country half way around the world, with whom I can't easily communicate either because they have a limited mastery of English, or just because we speak very different dialects with very different accents and have limited shared cultural context with which to understand my problem, and who has no ability to solve any problem not contemplated by their script.
Humans don't solve problems. Thoughtful humans who can understand your problem, and put in a genuine effort to get it solved, and are empowered to actually do so - those are the things that solve problems, and they're much much more rare.
- ryandrake 5y agoAlso, we're more and more moving to the situation where the humans might as well be computers. 1. They don't have the training or judgment to think about your problem and route you in the right direction and/or 2. They are disallowed from doing anything besides what the computer tells them they can do. So you tell them what you want, and if it doesn't fall neatly into one of the enumerated buckets of Things They Can Do, you're out of luck. Reminds me of the Hospital Customer Support scene [1] from Idiocracy. 1: https://www.youtube.com/watch?v=LXzJR7K0wK0 https://www.youtube.com/watch?v=LXzJR7K0wK0