Getting lethal with things

If... If only those chatbots that replace customer service agents were more useful or helpful than the average customer service agent... But no. I mean NO. I mean: one way or another, it is definitely a casting failure. I have three simple propositions to explain why it happens. Organisations (companies and public services) try to replace people who can not – here and now – act like stellar customer service agents, and that is a recruitment problem that can only be fixed by getting rid of the people involved in the recruitment process, including the people who give orders and constraints at the very top of the organisation. The day human-monikered-apps can tell which people are really toxic in organisations, then you may find me advocate for such tools, but right now things definitely get worse and worse for all of us, from basic interactions with public services to daily banking. Organisations try to reduce costs with the most short-sighted approach of the moment, and well... that's…