Industry / Sep 28, 2020 / 1 min read

Domo arigato, Mr. Roboto


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Rob Dwyer
Domo arigato, Mr. Roboto

In the 1983 song Mr. Roboto by Styx, Dennis DeYoung sings:

The problem's plain to see
Too much technology
Machines to save our lives
Machines dehumanize

It would be interesting to discuss Alexa, Cortana, Siri, and Google Assistant with him today.  Google's Duplex technology is now answering phone calls for dinner reservations while AI (Artificial Intelligence) is the buzz word in just about every new software solution coming to market.

Of course, the defining feature of AI is that it's artificial.

It doesn't understand the satisfying smells of hotdogs at the ballpark, freshly cut grass, or pumpkin spice. It's doesn't have a favorite team, food, hotel, or city. It doesn't understand the wonderous beauty of a sunset on a summer night or an undisturbed blanket of white snow on a winter morning. It doesn't provide a warm smile and it doesn't care about your experience as a customer - that's what we do.

What we offer is Human Intelligence: The kind of intelligence that offers sympathy when a customer shares something sad with us. The kind of intelligence that laughs at a customer's joke. The kind of intelligence that brightens with a huge smile and offers a "Happy birthday!" or "Congratulations!" wish to a customer who is soon to be celebrating.

AI might be great for adjusting the thermostat, but when your customers call, they want Human Intelligence.  We offer the kind of intelligence that can relate to our customers in ways that no AI will ever be able to replicate.  AI is ready to handle the "tasks" part of our job and do it for a lot less money if we don't continue to offer extraordinary customer experiences, so... Be Extraordinary!!


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