One day, you will reach old age, and if things persist as they are and continue on the current course, in the worst-case scenario, you too will be excluded.
Maurício Pinheiro
It is truly infuriating to observe how various companies, notably in the financial sector, insurance, real estate brokerages, healthcare organizations, and customer service (SAC) departments, are adopting an unbridled proliferation of robots in their telephone services and smartphone applications. Under the guise of progress and efficiency, these companies are turning customer service into a human disaster, perpetuating discriminations not only related to technology but also based on age groups and digital proficiency. To this disaster, we have a name:
Customer Service Automation
In this relentless pursuit of cost-cutting, these companies consciously neglect the fact that each request, question, or problem represents a person. Customers, seeking answers, are met with automated responses and impersonal algorithms, marginalizing not only those who do not master digital nuances but also the elderly who often face technological difficulties. This age and digital discrimination is exacerbated by the indiscriminate use of technological solutions that ruthlessly exclude digital illiterates and those who, for various reasons, resist the complete invasion of technology into their lives.
In an ironic twist in the era of artificial intelligence (AI), it is surprising to note that the most valued professions will be those involving human contact. According to Kai-Fu Lee, a renowned AI expert and author of “AI Superpowers: China, Silicon Valley, and the New World Order” (2018), while automation and robots may replace many technical tasks, human skills such as empathy, creativity, and social interaction will remain irreplaceable. Therefore, occupations centered around human contact will emerge as indispensable, contrasting with those that will be easily replaced by machines
Thus, instead of persisting on this bleak path of dehumanizing customer service, these companies urgently need to reconsider their strategies. It is imperative that they recognize cost savings should not override the dignity and respect for customers, regardless of age or tech-savviness. In pursuit of a more positive transformation, it is crucial to adopt solutions that combine the efficiency of artificial intelligence with the empathy of human interaction, ensuring that technological innovations do not disregard diversity and human needs.
Recognizing the importance of creating robots that transcend the challenging ‘Uncanny Valley‘ is crucial. Becoming a key player in this innovative puzzle undoubtedly requires meticulous development of robots endowed with notably more human-like characteristics. This advancement extends beyond merely realistic facial expressions, encompassing emotionally context-appropriate responses and natural language, contributing to dissipating perceptual barriers that often create unease and resistance among customers
By investing in this technological enhancement, we are indeed transforming the very nature of the interaction between humans and machines. These more humanized robots will not only blur the distinction between automation and empathy but also signify a significant advancement in service provision. However, it is vital to emphasize that, although initial resistance to technology is a reality, overcoming the ‘Uncanny Valley’ completely, especially considering that overcoming this obstacle will not happen in the short term, will take time on a broader scale.
Throughout the future, the continuous evolution of these humanized robots may result in a harmonious symbiosis between technological efficiency and the authenticity of human interactions. By refining artificial intelligence to incorporate emotional nuances and communicative skills, we can envision a scenario where technology not only serves but truly understands the individual needs of customers. Ultimately, despite the initial challenges, the path outlined by promising technology points towards a comprehensive solution that respects and values the human essence in everyday interactions, even if this transformation requires a more extended period.
In a scenario where the fourth industrial revolution advances relentlessly, companies and jobs that prioritize the fusion of technology and humanity will emerge as the true survivors. Preserving the vital connection with humanity will not only ensure customer loyalty but also guarantee that innovation is inclusive, humanized, and capable of facing future challenges with respect and empathy.
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