Possible Futures of Happiness

At Automattic, we don’t have customer service or support, we have Happiness Engineers. There’s also a #ceo Slack channel where anyone can drop in and request a meeting, which my esteemed colleague Damianne President did, and this morning we had an interesting chat that set my mind racing about how we might engineer happiness in the future. One overriding assumption: Personal agents will trounce company agents in most cases. Your personal agent can — or soon will — know all your history, your calendar, your email, your preferences, and your photos, and it speaks your language. So much time is wasted in traditional support trying to see through the customer’s eyes, or authenticate them. That goes away, but watch your thinking! It’s so easy to fall into the mental model trap of legacy chatbots and data models. As a company, your website, your WordPress, documentation, tutorials, menus, manuals need to be amazing and up to date. That’s the source of truth, and an agent will read all of…