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Speaker 1: When is the last time you were forced to interact

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Speaker 1: with somebody in customer service?

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Speaker 2: Probably yesterday at the grocery store.

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Speaker 3: The oh okay, let me let me back that up

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Speaker 3: for a second.

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Speaker 1: So that was obviously an in person thing, right, Yes,

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Speaker 1: if is it? If you if you doing on the

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Speaker 1: phone or I guess even online, is it impossible now

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Speaker 1: to talk to a human being?

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Speaker 2: It feels that way. I feel like I have to

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Speaker 2: say representative of you know, fifty times.

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Speaker 4: It's getting in I think for some places, yes, it's

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Speaker 4: impossible to get a live person on the phone, right,

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Speaker 4: And that's when you just start going on like Reddit

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Speaker 4: threads and asking specifically for this company, how do I

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Speaker 4: get somebody real life?

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Speaker 1: But don't they don't in some cases don't they just

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Speaker 1: transfer you from from one AI agent to another.

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Speaker 4: They can, right, But because I've been I mean, that's

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Speaker 4: my this is this is not your real day every

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Speaker 4: day what I do, I've I've been able to a

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Speaker 4: lot of times. You do get bounced around, but man,

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Speaker 4: I got an exminity phone number. I get a real

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Speaker 4: person every time because I call them a lot.

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Speaker 1: But they they I was reading this thing, so Johns

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Speaker 1: Hopkins did this whole study that they that they released

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Speaker 1: the findings of yesterday and they said it's gotten to

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Speaker 1: a point like I don't remember the last time that

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Speaker 1: like I was forced to try to deal with And

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Speaker 1: I'm not talking about like online where well, I guess

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Speaker 1: that does count.

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Speaker 3: Like where you get like the little bot thing that pod.

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Speaker 4: Chat that's yeah, that thing that like a little chat

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Speaker 4: But I realized that's.

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Speaker 3: A robot, that's an AI agent, right, like I know.

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Speaker 5: That, well, whose photo is that?

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Speaker 1: That?

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Speaker 5: Damn it.

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Speaker 1: But if you if you say to that person with

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Speaker 1: that person, if you say that.

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Speaker 6: Bot, Sandra's not real.

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Speaker 3: I'm the problem. I'm the problem.

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Speaker 1: But if you say, if you say to that agent, right,

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Speaker 1: what do I call them?

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Speaker 3: What do I call them?

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Speaker 5: Chat pot?

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Speaker 3: Okay? If I say to that chatbot, hey, is that

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Speaker 3: all taps? Hey?

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Speaker 5: Are you yelling at the chat bot?

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Speaker 1: No?

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Speaker 3: Because I know it's not a person. I know it's

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Speaker 3: just a chatbot.

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Speaker 1: But if I say, hey, listen, I need to I

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Speaker 1: need to speak to a human, do they just go, oh,

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Speaker 1: hold on, let me tap in Jim or that.

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Speaker 4: It's almost like they regenerate the different questions to try

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Speaker 4: to get you in a different direction.

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Speaker 3: Right, but I don't. I don't want to talk to you.

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Speaker 3: I want to talk to a human being.

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Speaker 4: Right, That's why you gotta like scroll down to the

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Speaker 4: bottom of their website and see if you can find

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Speaker 4: any numbers or go online.

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Speaker 1: Right, But even if you find another number, you're gonna

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Speaker 1: end up talking to a.

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Speaker 6: Chatbot in some cases. Yeah, yeah, gotta be careful.

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Speaker 5: As we've seen before when you go online, some of

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Speaker 5: the customer service numbers have been hijacked, and scammers on

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Speaker 5: Google results are just waiting for you to call them,

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Speaker 5: thinking you're.

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Speaker 3: Wait, even if I called like eight eight eight.

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Speaker 1: Help me dodge or whatever it is, that's already been

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Speaker 1: that's already been taken over by somebody.

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Speaker 5: You don't want to use a search engine to find

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Speaker 5: the customer service number, Like I said, make sure it's

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Speaker 5: on the company's website.

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Speaker 3: Because if not, then I get an AI person.

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Speaker 5: No, no, no, you're getting somebody who's going to just

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Speaker 5: ask for your vable.

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Speaker 6: First of all, I'm going to need your social credit.

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Speaker 1: Oh, I see, well, so I can get a real

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Speaker 1: person there. But where I where I want it, I.

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Speaker 3: Can't get a real person.

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Speaker 5: But you're not ever within that box. You're not getting

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Speaker 5: a real person. No, even if you ask for one,

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Speaker 5: who then moves the robot out of the seat.

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Speaker 3: No, do they forward you to a real person.

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Speaker 5: They might send you a phone number, but that phone

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Speaker 5: number is going to be a crapshoot.

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Speaker 1: So then when that when that answer, even though I

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Speaker 1: think I'm talking to a human, I'm talking to a chatbot.

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Speaker 1: So nobody has customer service anymore. But you really have

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Speaker 1: to get way up the line to get to somebody

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Speaker 1: in customer service.

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Speaker 3: I don't like it.

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Speaker 1: Well, who does the Well I can tell you based

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Speaker 1: talking we talking reading Johns Hopkins stuff. They want they

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Speaker 1: want there to be a law put in place, a

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Speaker 1: law people people, not John Hollis the like they did

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Speaker 1: this whole study and people are like, I want a

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Speaker 1: law in place that says number one, they have to

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Speaker 1: identify themselves as a chatbot, which is fine, even though

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Speaker 1: they try to make them sound all like ohne exactly, yeah, No,

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Speaker 1: it's very freaking, it's very freaky. So they want them

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Speaker 1: to identify themselves because they don't. And it was like

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Speaker 1: seventy five percent of people. And then it's like if

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Speaker 1: you if you ask for a human, you should go

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Speaker 1: right to a human. But they don't. But places don't.

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Speaker 4: Do that, No, because everybody wants to talk to a human.

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Speaker 4: There's there's a level of comfort there. Unless it's something

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Speaker 4: that's that's easily rectifiable.

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Speaker 3: They say they want to interact. Well, here you go, Holly,

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Speaker 3: was that your name? Yeah?

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Speaker 1: They said people want people want to talk to a

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Speaker 1: real person in medicine, in court, in schools, and in

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Speaker 1: benefit offices.

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Speaker 3: Is that like work benefits?

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Speaker 5: I don't medicare.

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Speaker 3: Oh yeah, okay, that makes sense. That makes sense.

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Speaker 1: Yeah, because some robot doesn't know what my pension looks like.

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Speaker 3: No, yeah, so why do I have to talk to them?

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Speaker 5: All those areas makes sense, but it makes sense in anything. Well,

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Speaker 5: remember I got fooled by my I guess this is

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Speaker 5: medicine technically, but I got fooled by my dermatologist's office.

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Speaker 3: Oh that's right.

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Speaker 5: And I had no idea until when I had to

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Speaker 5: call back or make another appointment. They questioned the pronunciation

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Speaker 5: of the last in the exact spot again, and I

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Speaker 5: was like, what the hell, that's weird. Yeah, I just

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Speaker 5: told this guy, Oh my god, it's not a guy.

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Speaker 3: It's a robot. It's a chat bot.

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Speaker 5: A couple of years ago, a lot more widespread now right.

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Speaker 3: Oh, it's everywhere.

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Speaker 5: It's everywhere from Kevin. My wife works from home for Nordstrom.

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Speaker 1: Which, oh Bennett Zeer Benet Zeer used to always say,

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Speaker 1: we need to be like Nordstrom. Customer service is what

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Speaker 1: Nordstrom is known for. That in their cafes and e bars.

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Speaker 5: She answers, phone calls, chats and emails from customers all day.

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Speaker 5: They still have real people.

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Speaker 3: See that's great, that's great.

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Speaker 5: Can they ever switch? Yes, they've established themselves as that

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Speaker 5: like pinnacle of like you said, customer service.

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Speaker 3: Yes they can and they probably will. Watch. Hi, this

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Speaker 3: is Elliott with Nordstrom. How can I help you?

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Speaker 1: The CVS pisses me off, But CVS, you at least

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Speaker 1: know you're talking to a robot.

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Speaker 3: CBS they sound like robot.

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Speaker 6: CVS is next to impossible to get a real person.

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Speaker 1: You can't get a real person at CVS. You can't

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Speaker 1: get a real person.

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Speaker 4: I mean sometimes you're able to. You can leave a

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Speaker 4: message for the pharmacy and they'll call you back.

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Speaker 6: Sometimes.

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Speaker 1: Never done that, Never done that, But yeah I could

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Speaker 1: be Hi, thank you for calling Nordstrom.

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Speaker 3: How can I help you please, customer, and.

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Speaker 1: They would go, yeah, I got a shirt that I

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Speaker 1: needed to return and in what department did you get that?

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Speaker 3: Oh? Yeah, of course they can.

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Speaker 6: That sounds great and.

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Speaker 1: They probably I hope they don't because Nordstrom is known

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Speaker 1: as the as the as the tip of the pyramid

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Speaker 1: for customer service.

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Speaker 5: I didn't even know they had this as a service.

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Speaker 5: I guess it's customer service. But in addition to making returns,

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Speaker 5: rice adjustments, canceling orders help with the Nordy Club, they

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Speaker 5: also have beauty care lines. Hi, those real people the wait,

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Speaker 5: what is that now? It's not twenty four hours? Everything

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Speaker 5: else is twenty for seven for them. Beauty Care is

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Speaker 5: ten thirty eight thirty pm Eastern Monday through Friday. Our

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Speaker 5: team gives you expert advice across all our beauty brands.

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Speaker 3: That's not a real person. That's not a real person.

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Speaker 5: I don't know.

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Speaker 1: Or is that like if you come out of the

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Speaker 1: netty what is that cosmetology school?

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Speaker 3: You go, Yeah, do you go work for Nordstrom?

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Speaker 5: I wouldn't think so. I didn't even know anyone had

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Speaker 5: something like this.

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Speaker 1: Oh you should try a deeper foundation. Like what am

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Speaker 1: I going to say? To them, I don't know anything

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Speaker 1: about beauty care.

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Speaker 5: You wouldn't be on the other end of the line. Yeah,

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Speaker 5: do you imagine?

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Speaker 1: Oh god, hey, splash a little water on it there, bossy.

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Speaker 6: I haven't washed my face in three weeks now, I

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Speaker 6: will tell you this.

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Speaker 5: On the top of their website, here there is a

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Speaker 5: beta option that you can click on, and it's shop

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Speaker 5: with AI.

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Speaker 3: Okay, okay, But by the way.

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Speaker 5: Little chatbot window pops up here, Hi, I can help

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Speaker 5: you find product, shop for gifts, or discover new styles.

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Speaker 5: What are you looking for today?

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Speaker 1: That I don't mind because you opted into that. It

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Speaker 1: didn't just pop up. And now you either if to

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Speaker 1: a minimize it or if it says do you need help,

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Speaker 1: and then you say yes that you don't know that

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Speaker 1: it's a human they're making you know immediately if you

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Speaker 1: click on that it's AI.

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Speaker 3: What are they typing you?

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Speaker 5: Well, I said I need help with a vacation outfit.

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Speaker 3: The oh they're giving you dresses?

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Speaker 5: Yes, they know you the heck those are all really nice,

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Speaker 5: but I don't want that.

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Speaker 1: By the way, you know who you know where else?

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Speaker 1: Chatbots are going crazy right now. Collection agencies like collection

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Speaker 1: agency call centers. Oh, everything, everything's a chatbot?

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Speaker 3: Everything is what was.

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Speaker 5: That to protect mental health?

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Speaker 3: The no?

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Speaker 1: You know what it does? It just eliminates job. Listen,

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Speaker 1: I've never worked in a call center. We've talked to

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Speaker 1: plenty of people who do. Some like it, some hate it,

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Speaker 1: some some it's just it's a duck and it rolls

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Speaker 1: off your back, and you know people are gonna yell

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Speaker 1: at you and scream at you. You're gonna threaten to

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Speaker 1: put leans on their house. Like you could get into

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Speaker 1: a good back and forth with somebody at a call center.

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Speaker 5: No not, you said, collection?

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Speaker 4: Oh collection, yea, even so I haven't paid my bill

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Speaker 4: and a bot is calling.

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Speaker 6: Me, yeah, track me down?

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Speaker 5: Yes, oh yes, But you could see where we could

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Speaker 5: aloys argue that's better for the humans that were in

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Speaker 5: those roles. Hopefully we've moved them to another role. But

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Speaker 5: that's a rough day of doing that for ten twelve hours.

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Speaker 3: Yeah, but there are people who thrive in.

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Speaker 5: That, oh, who really don't let it bother them.

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Speaker 3: Yeah.

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Speaker 1: I could sit there all day and get yelled at

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Speaker 1: and screamed at.

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Speaker 3: I'd just be like, now, would I have an idea?

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Speaker 3: Why don't you eat me? Yeah? I don't care. You

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Speaker 3: know what.

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Speaker 4: By the way, one says, this call is going to

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Speaker 4: be recorded for training purposes.

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Speaker 3: Recorded.

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Speaker 5: Yeah, you know what, don't do this.

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Speaker 3: I'm listen. Listen, ma'am.

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Speaker 1: I don't know why you're yelling. I'm not the one

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Speaker 1: who's delinquent in my payments.

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Speaker 6: Why don't you brooke ass get a job?

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Speaker 3: Okay?

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Speaker 1: I actually I have a job right now, and I'm

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Speaker 1: using that job to pay my pay off my debts.

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Speaker 1: You are not so either. A Let's get you on

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Speaker 1: a payment plan. Let's let's get you some help. Maybe

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Speaker 1: you should invest in getting yourself some help, so you

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Speaker 1: just don't yell at people.

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Speaker 3: I would flourish in that job, but they're taking away

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Speaker 3: all the now. What are you typing over there, Tyler?

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Speaker 6: Is he still looking for outfits?

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Speaker 3: Did you say?

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Speaker 5: Excuse me?

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Speaker 3: I'm a man.

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Speaker 5: Well, I watched something yesterday and so I asked Nordstrom's AI,

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Speaker 5: how do I dress like Sting? At the nineteen eighty

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Speaker 5: five light if Aid Concert and He and they write

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Speaker 5: it was the epitome of nineteen eighty summer elegance. He

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Speaker 5: performed in a Chris monochromatic all white ensemble that stood

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Speaker 5: out beautifully under the stadium lights. Oh wow, But he

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Speaker 5: had a massive shirt on. Stuff was out like David.

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Speaker 5: Stuff was big. Yeah, it wasn't supposed to be like

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Speaker 5: a character.

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Speaker 6: Yeah, it was just long.

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Speaker 3: It was a long shirt.

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Speaker 5: That's like like a kaftan.

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Speaker 3: No me, may I can chat Pod Elliott help you.

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Speaker 1: That's when Abercrombie and Fitch had their the big shirt.

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Speaker 1: And it wasn't because you were big and fat. It

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Speaker 1: wasn't a big and tall. No, it was the big shirt,

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Speaker 1: the big shirt.

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Speaker 5: You were shopping at Abercombe in the eighties.

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Speaker 6: I didn't think they were around then.

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Speaker 3: Abercrombie. Yeah, Abercromby has been around since like nineteen forty.

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Speaker 5: It's been around even before that. But it wasn't that

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Speaker 5: wasn't like a go to for you, was it then? No?

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Speaker 5: I like we were in the nineties A and f guy.

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Speaker 3: Yeah I was.

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Speaker 1: But I know that they still had those shirts. Yeah,

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Speaker 1: there's there's richardson.

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Speaker 5: On stage with Gordon on stage with dire shirts the

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Speaker 5: yeah exactly.

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Speaker 3: God, look how young he looks.

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Speaker 5: It is ninety eighty five.

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Speaker 3: Him and Sting. Sting doesn't even look like Sting.

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Speaker 5: Oh and I have to carry eyeglasses in my shirt pocket.

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Speaker 3: Oh but with one stem. Yes, yes, there you go.

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Speaker 3: Tell that to Nordstrom.

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Speaker 5: That completes the look. Look how big when they show

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Speaker 5: Look at that shirt? That shirt, but I thought that

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Speaker 5: would look good all summer. He looks so comfortable.

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Speaker 3: Yeah, because he's a billionaire.

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Speaker 6: Netflix bandana looks tight.

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Speaker 3: Where am I going? Line three?

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Speaker 6: Why were you watching that?

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Speaker 5: Because we played Beverly Hillbillies. Okay, so I wanted to

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Speaker 5: watch Sting's performance with dire Strait set live A.

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Speaker 3: Thank you Hi Ellie in the morning. Yeah, Hi, who's this?

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Speaker 2: Hey? This is Emily.

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Speaker 3: Yes, Emily, What can I do for you?

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Speaker 2: I just want to call in. I work in customer

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Speaker 2: service in the automotive industry, actually, and so we I

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Speaker 2: schedule service appointments. You know, nothing crazy. We have a

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Speaker 2: chatbot on our website. Her name is Jennifer, and she

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Speaker 2: insists that she's a real person when people call her

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Speaker 2: out on being a bot.

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Speaker 3: See, I don't like that. I don't like that line

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Speaker 3: No exactly that, you know why.

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Speaker 1: I don't for that reason, Like at least Nordstrom, if

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Speaker 1: you clean on that, they're telling you you're entering into

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Speaker 1: chatbot land.

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Speaker 4: Yeah. It line just makes me real skeptical about the

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Speaker 4: whole process.

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Speaker 3: The Yeah, they're just just yet it's ignore the question.

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Speaker 2: Yeah, it's very interesting, but we can also just jump

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Speaker 2: in and take it over from the bo at any moment.

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Speaker 1: And why don't you just do that from the start?

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Speaker 3: Be to me.

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Speaker 2: But also it's hard to catch all of those all

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Speaker 2: the time, with incoming calls and everything else we do.

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Speaker 6: But hire somebody else, Yeah, Emily's work.

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Speaker 1: And no, I know, listen, I have an idea. Don't

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Speaker 1: fire everybody, and then you won't have that problem.

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Speaker 6: Yeah, but Jennifer, the body is cheaper.

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Speaker 5: Just take Yeah.

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Speaker 4: No, I don't have to pay for I don't have

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Speaker 4: to pay for health insurance for Jennifer.

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Speaker 3: No, I know, I know, but I just I don't

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Speaker 3: like everybody.

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Speaker 1: You know, I'm always very I like when people work

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Speaker 1: like I do, because when people don't work, then I

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Speaker 1: have to get all my chat bots and collections to

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Speaker 1: go after them because they're not paying for their cars that.

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Speaker 3: Need service, ma'am.

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Speaker 1: The but I don't like that your chat bot is

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Speaker 1: lying to people in insisting that they're human.

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Speaker 2: I don't like it either. The first time I thought

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Speaker 2: because I applied to work as a company. I look

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Speaker 2: at their website. Okay, what's this all about? And I

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Speaker 2: see this little Jennifer Honey, how can I help you?

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Speaker 2: And I they have the all about us and here's

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Speaker 2: our employees. So I was like, does she work here?

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Speaker 2: And I looked through it. I didn't see her anywhere.

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Speaker 2: I was like, huh, that's weird, but okay, sure, and

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Speaker 2: kind of moved on with my life. And that's just

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Speaker 2: kind of how things are. That's just seems to be

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Speaker 2: neerk for at least this industry, right.

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Speaker 5: But yeah, I don't like that.

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Speaker 3: I appreciate it. Thank you, ma'am. Thank you. You do

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Speaker 3: the same. Yes, time wasn't me.

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Speaker 5: As someone who spent a decade in customer service at

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Speaker 5: call centers, these bots actually answer and resolve ninety nine

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Speaker 5: percent of calls. Agents are being required to use more

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Speaker 5: standard canned responses to sound more bot.

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Speaker 3: Like please pay off your debt.

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Speaker 5: So if you do get escalated, right for something that's

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Speaker 5: more complex or demanded, uh, the person is still trying

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Speaker 5: to blur those lines.

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Speaker 3: Oh, so they sound like the robot, so.

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Speaker 5: That maybe when you call back again, you're just not

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Speaker 5: as certain because I mean we know it's getting better.

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Speaker 5: The technology is better than it used to be.

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Speaker 1: Oh sure, Oh yeah, no very much so, so so

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Speaker 1: are we good with that?

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Speaker 3: Then as a gray area, if they're solving ninety.

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Speaker 5: Nine percent of the problems, I think the point of

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Speaker 5: the message on x is is it's actually working.

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Speaker 3: But if you want someone, give me someone.

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Speaker 5: I think that's fair.

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Speaker 1: Yeah, like that if the chat bot can help me,

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Speaker 1: no problem, Yeah.

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Speaker 4: No problem, Like like she said, like setting appointments, right,

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Speaker 4: that's you don't need to talk to somebody to do that,

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Speaker 4: you do I like talking.

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Speaker 3: To somebody to set an appointment.

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Speaker 1: No, because I like to know, like like, hey, listen,

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Speaker 1: can you do a little later?

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Speaker 3: Like I like that back and forth?

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Speaker 1: I cannot like no, like can you move someone else around?

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Speaker 1: Like is there a regular like somebody that doesn't work? Like,

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Speaker 1: especially if you have hours where you can't like we

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Speaker 1: can't do any there's no appointment in the morning that

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Speaker 1: I can go toever, so sometimes I like to explain, hey,

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Speaker 1: I can't make it in the morning, and then they're

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Speaker 1: then they're more apt to work.

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Speaker 6: What do you have it when? What do you have it?

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Speaker 6: Whin or two o'clock?

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Speaker 1: No, but they'll go we have nothing, and you go, yeah,

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Speaker 1: but listen, you don't understand.

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Speaker 3: I can't do mornings.

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Speaker 1: Like I wish I could. I would, I'd love to,

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Speaker 1: but I can't. Can you work with me? And a

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Speaker 1: lot of times they'll say no, but that's probably a chatbot.

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Speaker 1: But give me a human who can understand empathy like

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Speaker 1: I can understand empathy.

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Speaker 5: But there's another one here. This person works in HR

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Speaker 5: and says we have Ava.

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Speaker 3: Stop naking them.

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Speaker 5: Ava will say that she is a chatbot, so.

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Speaker 6: That okay, that's that's fine, or a virtual assistant or something.

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Speaker 1: If you're not a virtual assistant, you're not a virtual assistant,

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Speaker 1: you're a chat bot.

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Speaker 3: And but that's where I go, Ava, Nice to meet you.

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Speaker 3: I don't know why I'm saying that.

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Speaker 5: It's like me when I think, Alexa, can you give me?

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Speaker 3: Can you give me a human being?

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Speaker 1: I want able to go hold please. And then the

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Speaker 1: next one, I wanted to be, Hey, what's up, buddy.

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Speaker 3: It's Jim. But I want it to be a real gym,

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Speaker 3: not a fake gym.

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Speaker 1: Yes, that's what I want, and I don't think that's

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Speaker 1: asking for too much.

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Speaker 5: So what if these respondents in the Johns Hopkins poll

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Speaker 5: are saying they want this legal to get to a

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Speaker 5: human being presented. Are there bills even being considerate like this?

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Speaker 1: No, no, no, no, oh no not yet, but like

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Speaker 1: go back to go back to the call centers in

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Speaker 1: the in the debt collectors. Is if you asked to

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Speaker 1: speak to a manager about like I don't know, maybe

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Speaker 1: I had an NSF on a check. I don't know,

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Speaker 1: but whatever it is, you go from chat bot entry

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Speaker 1: level to chat bot manager, like you don't even get

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Speaker 1: another human. It just it's robot to robot. I don't

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Speaker 1: want that.

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Speaker 3: No, I don't want that at all. I want a human.

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Speaker 5: And I realize I'm saying that being quite thoroughly impressed

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Speaker 5: by Nordstrom's beta program, I think they can take it

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Speaker 5: out of beta. The test things over My goodness suit,

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Speaker 5: the suit that they popped up for me is so nice.

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Speaker 5: I may buy it.

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Speaker 1: Yeah, no, but listen, that's great, but you knew what

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Speaker 1: you were getting into. Yes, and they did a nice job.

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Speaker 1: That's like the ninety nine percent they can solve.

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Speaker 5: That's great, But I am I giving into it because

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Speaker 5: I negotiated with the robot. What do you mean, like

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Speaker 5: I entered into the back and forth.

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Speaker 3: Yeah so you went in.

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Speaker 5: Yes, I knew right, but I'm part of the problem. Yeah,

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00:20:13,720 --> 00:20:15,840
Speaker 5: well that's not good. I feel like, if I buy this,

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Speaker 5: it's the ultimate concession.

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Speaker 3: I don't have a problem with that.

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Speaker 5: I've trained it and now.

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Speaker 6: And it's selling.

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Speaker 5: Is I want for Kevin's wife this to be the case.

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Speaker 5: I don't want them to use the shopping AI beta

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Speaker 5: to figure out the customer service AI.

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Speaker 3: Oh, I see what you're saying.

448
00:20:35,920 --> 00:20:38,840
Speaker 1: So even though it was helpful here, Kevin gets home

449
00:20:38,840 --> 00:20:41,439
Speaker 1: from work today and his wife is like, I was

450
00:20:41,440 --> 00:20:44,359
Speaker 1: trying to put together this thing outfit, but I guess

451
00:20:44,400 --> 00:20:46,040
Speaker 1: Ava did a much better job.

452
00:20:46,119 --> 00:20:47,400
Speaker 3: And now I'm out at work.

453
00:20:47,240 --> 00:20:50,040
Speaker 5: And I'm sure Kevin's wife knew that I should embrace

454
00:20:50,160 --> 00:20:53,399
Speaker 5: the texture. It was part of that rock star on

455
00:20:53,480 --> 00:21:02,480
Speaker 5: holiday Charm of the eighties, line seven, Hi.

456
00:21:02,400 --> 00:21:06,560
Speaker 3: Ellieah the morning. Hi is this me? Yeah?

457
00:21:06,640 --> 00:21:06,760
Speaker 2: Hi?

458
00:21:06,800 --> 00:21:08,920
Speaker 3: Who's this? Hi?

459
00:21:08,960 --> 00:21:12,000
Speaker 7: Elliet? My name is Marcus. First off, your AI impressions

460
00:21:12,000 --> 00:21:14,040
Speaker 7: are making me snort my coffee in traffic.

461
00:21:13,720 --> 00:21:14,879
Speaker 3: So thank you, thank you.

462
00:21:14,960 --> 00:21:21,119
Speaker 7: Fantastic AI being used in customer service is fascinating to

463
00:21:21,160 --> 00:21:22,800
Speaker 7: me because I work on the medical side. I really

464
00:21:22,840 --> 00:21:27,399
Speaker 7: can't tell you what hospital. But you have emotionally charged

465
00:21:27,440 --> 00:21:29,359
Speaker 7: people who come to the phone, right, and they have

466
00:21:29,480 --> 00:21:31,960
Speaker 7: all these problems, They have all of this trauma, and

467
00:21:32,000 --> 00:21:34,080
Speaker 7: they just want to dump on the first person that

468
00:21:34,119 --> 00:21:37,080
Speaker 7: they call. And normally we would have our secretaries or

469
00:21:37,080 --> 00:21:40,119
Speaker 7: our call lines like handle that sort through it and

470
00:21:40,160 --> 00:21:43,159
Speaker 7: then direct them to where they need to go. I

471
00:21:43,200 --> 00:21:46,080
Speaker 7: think somewhere down the line we lost the ability to

472
00:21:46,160 --> 00:21:49,760
Speaker 7: separate efficiency from economics, because you're right, a lot of

473
00:21:49,760 --> 00:21:51,920
Speaker 7: those chat thoughts out there are just kind of there

474
00:21:51,960 --> 00:21:54,479
Speaker 7: to help filter out the people they get too easily

475
00:21:54,520 --> 00:21:57,119
Speaker 7: frustrated and don't understand whether they need to talk to

476
00:21:57,119 --> 00:21:59,920
Speaker 7: a nurse or they just need a prescription refill. Because

477
00:22:00,080 --> 00:22:01,719
Speaker 7: I want to talk about is the fact that their

478
00:22:01,760 --> 00:22:08,000
Speaker 7: throat feels weird. I guess my my caveat to it

479
00:22:08,040 --> 00:22:10,439
Speaker 7: would be if you want to talk to a person.

480
00:22:10,520 --> 00:22:15,080
Speaker 7: You guys talked about canned responses. Right, we are getting

481
00:22:15,080 --> 00:22:17,440
Speaker 7: in such a weird legal zone where if you say

482
00:22:17,440 --> 00:22:19,480
Speaker 7: the wrong thing over the phone, especially when it comes

483
00:22:19,480 --> 00:22:23,280
Speaker 7: to hospitals, that now they can sue you for psychological trauma.

484
00:22:23,680 --> 00:22:26,800
Speaker 7: And I want to know, can these chatbots actually be

485
00:22:26,880 --> 00:22:30,360
Speaker 7: held liable for causing more trauma.

486
00:22:30,560 --> 00:22:34,200
Speaker 1: Oh that's a great question. That's a great question. I

487
00:22:34,400 --> 00:22:37,680
Speaker 1: like that a lot. And listen, I get that somebody,

488
00:22:37,800 --> 00:22:41,439
Speaker 1: somebody may feel ill in call and what think like, Like,

489
00:22:41,520 --> 00:22:44,960
Speaker 1: you're right, I think there's something wrong. I'm not looking

490
00:22:44,960 --> 00:22:47,919
Speaker 1: to fill a prescription. I'll do that through a chatbot.

491
00:22:48,040 --> 00:22:50,919
Speaker 1: That's fine. I have no problem with that. But you're right, like,

492
00:22:50,960 --> 00:22:54,679
Speaker 1: if somebody needs a little calm and down or somebody's concerned.

493
00:22:54,560 --> 00:22:55,760
Speaker 3: I don't I don't want a robot.

494
00:22:56,040 --> 00:23:01,240
Speaker 7: I don't want a robot, agree, because, like you said yourself,

495
00:23:01,240 --> 00:23:04,040
Speaker 7: sometimes you just need you're not available in the morning, right,

496
00:23:04,320 --> 00:23:06,679
Speaker 7: and the bot just sends you in this circle of like, well,

497
00:23:06,720 --> 00:23:08,639
Speaker 7: if you're not available at eddim, are you available at

498
00:23:08,680 --> 00:23:12,280
Speaker 7: EDDIM on Tuesdays? It's like no, not, they stay right,

499
00:23:12,400 --> 00:23:13,120
Speaker 7: I don't know why.

500
00:23:13,040 --> 00:23:17,520
Speaker 1: Don't you ask right the Oh I do like that though,

501
00:23:17,520 --> 00:23:20,600
Speaker 1: because that would be my chatbox response you are dying

502
00:23:21,240 --> 00:23:23,160
Speaker 1: and so yeah, that could be a problem.

503
00:23:23,400 --> 00:23:26,720
Speaker 3: That could be a problem. Oh that's a great legal question.

504
00:23:26,920 --> 00:23:27,520
Speaker 3: I like that.

505
00:23:28,520 --> 00:23:29,960
Speaker 6: I like that.

506
00:23:29,480 --> 00:23:32,000
Speaker 4: A body, are you're going to sue the man, the

507
00:23:32,040 --> 00:23:34,000
Speaker 4: makers of the body, You're going to sue the company and.

508
00:23:34,000 --> 00:23:35,760
Speaker 3: The company trained.

509
00:23:35,840 --> 00:23:41,080
Speaker 1: They should have trained the Nordstrom shopper better. Because I

510
00:23:41,119 --> 00:23:44,080
Speaker 1: thought I was buying Stings outfit, I got ship Mark

511
00:23:44,160 --> 00:23:45,119
Speaker 1: Knopfler's outfit.

512
00:23:45,240 --> 00:23:46,920
Speaker 3: I don't even wear band danas