When Algorithms Fail: The Human Cost of Automated Customer Service The recent data breach at a major credit card company has left many customers stuck in frustrating loops of automated customer service systems.
We've all experienced it – being placed on hold for 35 minutes, listening to the same maddening music, only to be disconnected because our issue doesn't fit into the company's algorithmic decision tree.
This phenomenon is all too familiar in today's digital age. But what does it say about us as a society when we're willing to tolerate such shoddy service?