You Need to Be Belligerent on Customer Service Calls

You need to be belligerent on customer service calls if you want to actually get help in the world of AI.

Why?

Today, many companies are deploying AI systems to perform a function called “Customer Sentiment Analysis.”

Basically, these systems listen in on your customer service call in realtime, analyzing both the tone of your voice and the specific words you say.

Based on how angry you appear to be, you’ll then be triaged into different levels of support.

Cheerfully ask for a refund on a defective blender? You’ll stay with the inexperienced rep who is empowered to do exactly nothing, and stonewalled until you give up.

Yell about how the blender nearly cut off your finger and leaked all over the kitchen and you’re furious about it and are going to tell your lawyer and all your friends on social media?

The Customer Sentiment Analysis software will pick up on that anger and direct you to a supervisor. In some cases, it will even prompt the rep with a script to offer you a full refund, a future credit on a new purchase, and more.

Of course, you need to do this effectively—and without being abusive or directing your anger at the human on the other end of the call.

Here’s my video about Customer Sentiment Analysis AI and the implications for getting help in the age of AI.

Google Core Update Coming?

Is a giant Google update coming? Will it devastate your online business—or give it a much needed boost?

I have a strong prediction. Here’s me and Spencer Haws discussing it on Niche Pursuits News:

In Other News…

I tried tasty avocado toast at a restaurant in the Bay Area. The store sent it for free, but it would otherwise have cost me $18.

The Bay Area is a little crazy sometimes. The toast was awesome.