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John Sills — The Human Experience (EP.159)

Infinite Loops

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The Importance of Customer Experience in Automated Responses

A friend of mine messaged Uber Eats and said, can you give me a refund on that? And the longest story sure is they kept saying no. But in all these automated responses that they got, they did like five paragraphs long. Four of the paragraphs would be basically saying how much they cared about customers. It's almost like a chat GPT is just writing thing - it's not human. The defensive decision is to just write in the way you're taught to write because you won't get in trouble for that.

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