WEBVTT - Your Bad Customer Service was No Accident! 0:00:03.760 --> 0:00:04.720 Now really. 0:00:06.720 --> 0:00:11.399 Really now really hello, and welcome to really No Really 0:00:11.440 --> 0:00:14.080 with Jason Alexander and Peter Tilden, who want you to 0:00:14.120 --> 0:00:17.400 know that service to our subscriber customers is a priority. 0:00:17.480 --> 0:00:19.760 It really, no really, so please subscribe. 0:00:19.800 --> 0:00:22.960 And customer service is what today's episode is all about, 0:00:23.200 --> 0:00:26.280 because by anyone's standards, it is getting worse and worse. 0:00:26.600 --> 0:00:29.160 You know it every time you're subjected to a phone tree, 0:00:29.160 --> 0:00:33.479 interact with a chatbot, or experience increasingly longer hold times. 0:00:34.000 --> 0:00:37.440 Really no really, So Jason and Peter went looking for 0:00:37.600 --> 0:00:40.640 reasons that customer service is getting worse and discovered that 0:00:40.720 --> 0:00:45.280 it is actually fairly intentional. Their expert guest Ams to Numa, 0:00:45.479 --> 0:00:48.320 will guide you through this twisted web and share his 0:00:48.400 --> 0:00:53.199 experience as a customer service evangelist, storyteller and technologist who 0:00:53.320 --> 0:00:57.520 is advised DirecTV Wendy's, Teleflora, Coca Cola, and the State 0:00:57.600 --> 0:01:01.840 of Oklahoma on how to connect emotional with employees and customers. 0:01:02.040 --> 0:01:02.920 Now here's the guys. 0:01:03.800 --> 0:01:04.920 Today, We're gonna We're. 0:01:04.720 --> 0:01:09.440 Going to talk about customer service, the field of customer service, 0:01:09.480 --> 0:01:14.840 which by anyone's estimation, including surveys and statistics, is getting 0:01:14.880 --> 0:01:16.679 worse and worse and worse and worse. We hate our 0:01:16.720 --> 0:01:19.440 experience of customer service no matter where. And I came 0:01:19.480 --> 0:01:22.640 across a story that I shared with Peter about a 0:01:22.640 --> 0:01:26.720 woman named Lisa Craig who lives in Colorado, who spent 0:01:27.200 --> 0:01:31.959 a grand total of eleven days over a six month period, 0:01:32.160 --> 0:01:36.520 eleven full days on hold with the Department of Employment 0:01:36.560 --> 0:01:41.880 trying to get our unemployment benefits. Really really, so imagine 0:01:42.760 --> 0:01:46.119 eleven days worth of time devoted to getting some human 0:01:46.160 --> 0:01:49.320 being to go. You didn't pay me what I mode 0:01:49.800 --> 0:01:52.040 it should be. It should be something that takes five minutes. 0:01:52.200 --> 0:01:55.240 Here's my here's my social Security number, here's my proof 0:01:55.280 --> 0:01:58.800 of employment. Here's the date of my termination. I'm on unemployed. 0:01:59.080 --> 0:01:59.760 I'm a check. 0:02:00.760 --> 0:02:03.160 It's just and then well, and then the big what 0:02:03.240 --> 0:02:06.000 begs the bigger question is if we know it and 0:02:06.120 --> 0:02:10.160 the companies have to know it. Sure, either they know 0:02:10.280 --> 0:02:14.080 it and can't fix it, or they know it and 0:02:14.200 --> 0:02:17.560 don't care about fixing it. So we wanted to find 0:02:17.560 --> 0:02:20.639 out what that is. I got some stats here. Globally, 0:02:20.680 --> 0:02:22.960 AI customer service market was worth three hundred and eight 0:02:23.000 --> 0:02:24.760 million and twenty twenty two. Now it's a two point 0:02:24.800 --> 0:02:28.280 eight billion dollar business because of AI and using using 0:02:28.360 --> 0:02:28.800 an I. 0:02:28.880 --> 0:02:30.360 Find out if AI is improving this. 0:02:30.720 --> 0:02:34.120 Well, this is the one that made me crazy because 0:02:34.200 --> 0:02:37.960 I had seen our guests reference this. But you know me, 0:02:38.040 --> 0:02:39.880 I like to vet stuff to make sure it's accurate. 0:02:40.000 --> 0:02:40.440 I know you. 0:02:42.480 --> 0:02:46.560 The oldest complaint none to man in the world is 0:02:46.639 --> 0:02:50.679 thirty eight hundred years old. It's a clay tablets in 0:02:50.720 --> 0:02:55.440 the ancient Sumerian city of Mesopotamia, and the detailed message 0:02:55.639 --> 0:02:58.680 I'm reading this measure it's the best. When you came, 0:02:58.720 --> 0:03:00.560 you said to me as follows, I will give you 0:03:01.040 --> 0:03:06.320 Gimmelson when he comes, fine quanty copper ingots. You left then, 0:03:06.440 --> 0:03:08.560 but you did not do what you promised me. You 0:03:08.639 --> 0:03:11.240 put ingots which were not good before my messenger and 0:03:11.280 --> 0:03:13.560 said if you want them, to take them. If you 0:03:13.560 --> 0:03:14.280 don't want them. 0:03:14.360 --> 0:03:17.240 Go away. What do you take me for that you 0:03:17.320 --> 0:03:19.440 treat somebody like me with such content? And he goes on, 0:03:19.480 --> 0:03:21.239 it's just like this is in a tablet. 0:03:21.360 --> 0:03:25.480 The guy had to sit ship away to write this thing, right, No, 0:03:26.400 --> 0:03:28.639 let me let me explain something to you. When they 0:03:28.680 --> 0:03:32.400 did this writing back then, the tablet was still in 0:03:32.440 --> 0:03:37.440 its soft clay for then the same night the guy 0:03:37.440 --> 0:03:40.520 who translated this, the person the person who translated it. 0:03:40.520 --> 0:03:44.560 Does that to go? Really, what's happening? Yeah? You think 0:03:44.600 --> 0:03:48.200 you found something? I got the dead Sea? Yeah right, 0:03:48.240 --> 0:03:50.360 and I gave you ten you gave me by I 0:03:50.480 --> 0:03:53.400 waited three days. Where they are not the best. It's 0:03:53.440 --> 0:03:54.360 the earliest yell. 0:03:54.280 --> 0:03:59.800 P thirty eight hundred year old people are. 0:04:00.240 --> 0:04:03.520 It's good to know they were. But I can't get 0:04:03.520 --> 0:04:07.280 a person. You send a camera. You said you said 0:04:07.280 --> 0:04:08.640 the guy would be here. He's not here. 0:04:08.840 --> 0:04:11.440 So why a customer service rating is getting worse? Do 0:04:11.520 --> 0:04:14.320 they not care? Do they know how to fix it? 0:04:14.440 --> 0:04:16.560 Or is AI around the corner. It's going to solve 0:04:16.560 --> 0:04:18.400 all our problems. Let's introduce our guests. 0:04:18.880 --> 0:04:22.560 Amast Nooma a former customer care consultant at IBM and 0:04:22.640 --> 0:04:25.680 the author of Waiting for Service. He is an author, 0:04:25.720 --> 0:04:30.000 a keynote speaker, and consultant and consumer experience technology and stoicism. 0:04:30.279 --> 0:04:32.360 You need to find out what the hell that means? H, 0:04:32.680 --> 0:04:35.320 I know what that means. My fault live in my house. 0:04:36.000 --> 0:04:38.920 A founder of the Better Experienced Group, he's one of 0:04:38.960 --> 0:04:42.360 the world's most highly respected thought leaders anywhere when it 0:04:42.400 --> 0:04:45.440 comes to customer service and I understand. Without putting words 0:04:45.440 --> 0:04:48.640 in his mouth, he says, the apparent ineptitude in customer 0:04:48.720 --> 0:04:50.839 care is on purpose. 0:04:51.600 --> 0:04:56.880 Is that the way show this is? 0:04:57.120 --> 0:04:57.839 This is a thrill? 0:04:59.520 --> 0:04:59.760 It is? 0:05:00.120 --> 0:05:00.720 It is true. 0:05:01.000 --> 0:05:04.960 I think most of what we experience today has done 0:05:05.320 --> 0:05:09.520 on purpose, not maliciously, but it's on purpose. 0:05:09.800 --> 0:05:13.080 Is it because they don't care? Because in society not 0:05:13.360 --> 0:05:15.240 like the company is so big? Where else you going? 0:05:17.120 --> 0:05:20.240 Yeah, that's that's part of it in less competitive industries. 0:05:20.440 --> 0:05:23.000 But it's all about the incentive. So if you think 0:05:23.200 --> 0:05:25.640 when you contact the company, so when people ask me, 0:05:25.880 --> 0:05:28.120 how do you get better service? Well, tell them you 0:05:28.160 --> 0:05:31.080 want to buy some press one for sales and they 0:05:31.120 --> 0:05:32.200 answer the phone right away. 0:05:32.240 --> 0:05:43.760 You get a human Okay, Well. 0:05:39.920 --> 0:05:44.440 Because when that call happens, the company gets richer. But 0:05:44.560 --> 0:05:47.600 when you call for service, I already have your money, 0:05:47.920 --> 0:05:51.720 Like I've gotten your money. Every additional cent or dollar 0:05:51.800 --> 0:05:55.440 I spent talking to you paying people to just reduces 0:05:56.200 --> 0:06:00.800 the profit. And as long as that is the economic calculus, 0:06:01.760 --> 0:06:04.720 then they will bring in people like me, Hey, how 0:06:04.800 --> 0:06:07.480 can you give them good service so that they're not 0:06:07.600 --> 0:06:10.599 pitchforks in front of the office, right, But don't spend 0:06:10.640 --> 0:06:14.560 too much? Can you use automation, and that's kind of 0:06:14.680 --> 0:06:18.839 incentive structure is at the heart of that customer service. 0:06:19.040 --> 0:06:20.960 So is it truth because we've all gone through this 0:06:21.120 --> 0:06:23.040 and you don't think about it. Is it true that 0:06:23.160 --> 0:06:25.040 the first person you get to the first level you 0:06:25.200 --> 0:06:28.040 get to, their whole job is they ain't going to 0:06:28.120 --> 0:06:30.479 give you anything. They're not qualified to give you anything, 0:06:30.480 --> 0:06:32.000 they're not trained to give you anything. And as a 0:06:32.080 --> 0:06:34.760 matter of fact, they're told don't give them anything, so 0:06:34.880 --> 0:06:38.599 that if you persevere to the next level, that person 0:06:38.800 --> 0:06:40.920 may be able to give you something that's intentional. 0:06:41.040 --> 0:06:43.760 Right, it's not as bad as they don't have any authority. 0:06:44.480 --> 0:06:49.040 But these are assembly lines. So you don't give a 0:06:49.240 --> 0:06:53.599 thousand customer service agents credits ability to issue one hundred 0:06:53.600 --> 0:06:55.920 dollars credit. You make it a little bit difficult so 0:06:56.040 --> 0:06:58.800 that the subset of customers will go, you know what, 0:06:58.960 --> 0:07:02.240 I'm not doing this again, will I will quit? Which 0:07:02.320 --> 0:07:04.560 impacts the bottom line. And I think this goes back 0:07:04.600 --> 0:07:06.720 to what I said in the beginning. It's not so 0:07:06.920 --> 0:07:08.960 much malice, it's just profitable. 0:07:09.600 --> 0:07:12.960 It really is. It's just the profit motive, that's what 0:07:13.160 --> 0:07:13.480 about it. 0:07:13.960 --> 0:07:17.080 I know, in prepping for this, I saw a lot 0:07:17.160 --> 0:07:20.720 about how to build customer loyalty. Isn't there a greater 0:07:20.960 --> 0:07:25.440 long range profitability from having a customer service experience that 0:07:25.600 --> 0:07:30.880 is gratifying for the customer rather than you know, say, 0:07:31.120 --> 0:07:33.600 it seems like tripping over dollars to pick up dimes, 0:07:34.200 --> 0:07:35.400 right right. 0:07:35.920 --> 0:07:39.320 You are absolutely correct, and there's data that validates that 0:07:40.360 --> 0:07:40.760 that point. 0:07:41.240 --> 0:07:45.000 The problem is the average length of a CEO is 0:07:45.080 --> 0:07:45.880 less than two years. 0:07:46.560 --> 0:07:51.760 So the difference between spending money on customer service versus say, marketing, 0:07:52.280 --> 0:07:55.920 If I give customer service a dollar in five years, 0:07:56.040 --> 0:08:00.640 I get ten. If I give marketing a dollar next quarter, 0:08:00.800 --> 0:08:04.200 I get two. Well, I won't be here in five years, 0:08:04.880 --> 0:08:09.560 so I so you're correct the math. The data is 0:08:09.600 --> 0:08:12.800 on the side of I've got that on my side, 0:08:13.360 --> 0:08:16.560 but in the age of short termism, I'm you know, 0:08:16.680 --> 0:08:19.080 we're fighting a really, really tough battle. 0:08:19.680 --> 0:08:19.840 Well. 0:08:19.880 --> 0:08:24.120 The other thing, okay, the other part of this is 0:08:24.280 --> 0:08:25.520 and I saw and I have the list of the 0:08:25.560 --> 0:08:28.160 companies that do it well, that have trained people and 0:08:28.240 --> 0:08:30.520 they all feel part of it and they feel included 0:08:30.680 --> 0:08:33.000 and they get paid. But most of these companies are 0:08:33.080 --> 0:08:36.160 using call centers part time whatever it is, and they 0:08:36.200 --> 0:08:38.400 don't care if the person feels fulfilled at their job, 0:08:38.480 --> 0:08:39.520 they just need vuny. 0:08:39.400 --> 0:08:41.320 Correct, you're you're correct. 0:08:41.440 --> 0:08:43.839 I often say to people when I talk about this 0:08:44.000 --> 0:08:48.040 that if you think companies treat customers badly, wait till 0:08:48.080 --> 0:08:51.079 you hear they treat their customer service employees. So the 0:08:51.160 --> 0:08:54.280 most popular job in customer service is a call center agent. 0:08:55.040 --> 0:08:56.560 There's a quote I use in my book. I didn't 0:08:56.559 --> 0:09:00.319 write it. He writes, federal prisoners have more freedom call 0:09:00.400 --> 0:09:04.000 center agents, and he is not that wrong. Because you're 0:09:04.120 --> 0:09:07.520 tendered to a headset. They track how many minutes you 0:09:07.600 --> 0:09:09.880 spend going to the bathroom. I am not kidding. By 0:09:09.920 --> 0:09:11.960 the way, you have to read the script. You sound 0:09:12.120 --> 0:09:13.440 like you're in a hostage video. 0:09:13.600 --> 0:09:17.319 Thank you for calling. It's they take all these humanity out. 0:09:17.400 --> 0:09:21.760 The pay is low, and it's because if you think 0:09:21.800 --> 0:09:25.040 about the evolution of the worker, it's been about cost. 0:09:25.240 --> 0:09:28.320 In the nineties, Let's ship this to India and then 0:09:28.400 --> 0:09:32.600 the Philippines cheaper and cheaper, and then press one, press 0:09:32.720 --> 0:09:33.320 two automation. 0:09:33.480 --> 0:09:38.079 Now it's AI. Companies have been awaiting to get rid of. 0:09:38.280 --> 0:09:40.920 How do I lower lower, lower, lower and lower lower 0:09:41.000 --> 0:09:44.040 this cost? Now there are good ways. I am a technologist. 0:09:44.080 --> 0:09:46.439 They're good ways to do technology, but let's make no 0:09:46.559 --> 0:09:50.439 mistakes about it, the treatment of those employees. So those 0:09:50.480 --> 0:09:53.760 employees have no autonomy. There are reading scripts. The only 0:09:53.880 --> 0:09:56.320 exceptions I'm sure you found in your research. One thing 0:09:56.400 --> 0:10:00.240 they usually have in common. It's a founder se CEO 0:10:01.160 --> 0:10:04.800 who believes and he founded the company and he's like, 0:10:05.000 --> 0:10:06.839 you know, we are going to treat people well and 0:10:06.920 --> 0:10:10.160 we're going to make customer service out of thin If 0:10:10.200 --> 0:10:13.280 you don't have that, there are very few examples where 0:10:13.520 --> 0:10:15.319 they do it well because they just look at the 0:10:15.440 --> 0:10:19.360 map and go, yeah, short term, let's call costs and 0:10:19.400 --> 0:10:20.040 we'll worry about it. 0:10:20.080 --> 0:10:21.080 Oh yeah, you gave an example. 0:10:21.160 --> 0:10:23.160 I think it was wonderful, and I forget the copany 0:10:23.200 --> 0:10:26.520 you'll know where a woman complained all the time, kept 0:10:26.559 --> 0:10:29.160 going complaining whatever. He reached out there the head of 0:10:29.240 --> 0:10:32.280 the company, Southwest Airlines and said yeah, see you later, 0:10:32.400 --> 0:10:36.640 basically because he trusts people more than he trusted this caller, 0:10:37.200 --> 0:10:38.760 so because he knows how the people are trained. But 0:10:38.880 --> 0:10:42.440 how many companies have a founder, well, even globally where 0:10:42.559 --> 0:10:46.800 that's that's important, and they have their marketing departments tied 0:10:46.840 --> 0:10:49.000 to their customer service department manager. 0:10:50.440 --> 0:10:54.360 I don't think I know ten right globally. 0:10:54.760 --> 0:10:57.760 Uh And and if it's more than ten, they're usually 0:10:57.840 --> 0:11:01.120 small companies like there's a there's a Thai restaurant by 0:11:01.160 --> 0:11:04.199 my house here in Owfolk City. They do a phenomenal job, 0:11:04.240 --> 0:11:07.480 great customer at scale, and all of them, whether it 0:11:07.600 --> 0:11:10.840 Zappo's the story you just told is a Southwest airline 0:11:10.880 --> 0:11:11.920 of the great Herb Keller. 0:11:11.960 --> 0:11:15.199 Her Herb is now passed away. And you've heard the 0:11:15.280 --> 0:11:15.960 Southwest story. 0:11:16.040 --> 0:11:19.680 Southwest has changed, right, And they're not the same company 0:11:19.720 --> 0:11:24.400 because once that's I always ask company people this, how 0:11:24.520 --> 0:11:28.520 many CEOs came from customer service in the fortune and 0:11:28.559 --> 0:11:31.520 five hundred? That gives you an indication when I used 0:11:31.679 --> 0:11:34.120 I used to run a large customer service though for 0:11:34.200 --> 0:11:37.800 consumer packaged goods, and I was no higher than I 0:11:37.920 --> 0:11:39.480 was a VP at a big office. 0:11:39.520 --> 0:11:40.760 But I was a trash collector. 0:11:40.840 --> 0:11:43.800 I was the guy, you know, like, it's customer service, 0:11:43.880 --> 0:11:47.600 how do we reduce that cost as low as possible? 0:11:48.080 --> 0:11:50.120 You know, marketing and sales, that's. 0:11:49.960 --> 0:11:54.200 The shiny object, even though long term that's where all 0:11:54.240 --> 0:11:56.439 the loyalty is, and that's where it is. 0:11:57.200 --> 0:11:58.880 So that's that's that's where we are. 0:11:58.960 --> 0:12:01.800 But the consumer is also a part of this, and 0:12:01.880 --> 0:12:04.439 I hope we get there because we the consumers are 0:12:04.600 --> 0:12:05.679 a part of the problem too. 0:12:06.080 --> 0:12:07.760 We are we have become much more demanding. 0:12:07.800 --> 0:12:09.640 So I can assume when you get a call and 0:12:09.720 --> 0:12:13.559 you're in a customer service center, I'm entitled to something 0:12:13.679 --> 0:12:16.600 more than you're giving me. So there's a whole different aspect, right, Yeah, 0:12:16.640 --> 0:12:17.880 when the customer. 0:12:17.480 --> 0:12:23.360 Calls up and opens with all right, as, it's probably 0:12:23.360 --> 0:12:24.520 gonna go south pretty bad. 0:12:26.000 --> 0:12:28.680 I mean, every call center has a policy for how 0:12:28.720 --> 0:12:30.520 to deal with profety. I mean, this is how often 0:12:30.600 --> 0:12:34.520 it happens. I think the general public, especially us, you know, 0:12:34.600 --> 0:12:36.680 we we do that even where their choices. 0:12:37.160 --> 0:12:39.520 It always surprises me the choices people make. 0:12:39.679 --> 0:12:42.360 I will I'll pick on Spirit Airlines because they're an 0:12:42.400 --> 0:12:42.959 easy target. 0:12:43.480 --> 0:12:44.359 Spirit Airlines. 0:12:44.720 --> 0:12:48.160 Uh, at Christmas they sent us a six year old 0:12:48.200 --> 0:12:49.840 on a company minor to the wrong city. 0:12:50.080 --> 0:12:51.280 Ship them off to the wrong city. 0:12:51.360 --> 0:12:56.880 Right, here's the thing about Spirit Airline customers loyal they 0:12:57.400 --> 0:13:01.400 know about Spirit Airlines. Same thing we'll Walmart customers's website 0:13:01.400 --> 0:13:05.319 saying Walmart is horrible. They complain from Walmart inside of it. 0:13:06.120 --> 0:13:10.880 So there's a little bit of this dissonance where maybe 0:13:10.920 --> 0:13:12.560 we're lazy, we don't want to switch. 0:13:12.840 --> 0:13:15.360 Well, we know pain has coming, and we just. 0:13:16.920 --> 0:13:17.280 Anyway. 0:13:18.000 --> 0:13:21.720 The best sign of great customer service is not because 0:13:21.760 --> 0:13:23.319 the customers tell them to do it. 0:13:23.880 --> 0:13:26.000 It's because innately that you. 0:13:26.000 --> 0:13:29.360 Know, founder or that owner knows in his heart, I'm 0:13:29.400 --> 0:13:31.440 going to own this business for the next fifty years. 0:13:32.240 --> 0:13:35.360 I'm going to build customer loyalty and we are going 0:13:35.440 --> 0:13:37.319 to do this right. Will give up a little today 0:13:37.760 --> 0:13:43.680 because good customer service is expensive, you know, Okay. 0:13:43.720 --> 0:13:46.520 So you keep saying that saving cross saving costs, is 0:13:46.559 --> 0:13:48.360 that the first place they always look to cut. 0:13:49.800 --> 0:13:53.880 Yes, because customer service is a game of defense. 0:13:54.400 --> 0:13:57.000 You're not playing offense. Customer service is not the reason. 0:13:57.040 --> 0:13:59.520 It's like the trash collector. You don't move into a 0:13:59.559 --> 0:14:03.120 neighbor because they've got good trash service. But when that 0:14:03.280 --> 0:14:06.319 goes wrong, that's the reason you're going to be out 0:14:06.360 --> 0:14:09.120 of there and you move. And so in a world 0:14:09.280 --> 0:14:12.079 where we are in a short termism, give it to 0:14:12.160 --> 0:14:15.720 me now, it gets very hard. And this is why 0:14:16.040 --> 0:14:20.040 technology becomes the star of the show because instead of 0:14:20.120 --> 0:14:23.160 hiring people and kind of I could slap technology on 0:14:23.280 --> 0:14:25.480 the thin and maybe I can. 0:14:27.640 --> 0:14:30.680 Okay, So the question becomes, then, is there a future 0:14:31.080 --> 0:14:35.120 for technology and AI that will improve. 0:14:35.360 --> 0:14:37.200 Customers experience of customer service? 0:14:37.680 --> 0:14:37.920 Ah? 0:14:50.560 --> 0:14:54.720 Is there a future for technology and AI that will 0:14:54.840 --> 0:14:58.440 improve customers experience of customer service? A. 0:15:00.800 --> 0:15:03.560 We're going to spend some time in the wilderness first, 0:15:03.600 --> 0:15:06.240 so let me tell you how I see it. We 0:15:06.400 --> 0:15:09.480 had technology in the nineties and two thousand's the phone, 0:15:09.520 --> 0:15:13.640 automated systems, and we blew it. You know, it started nicely. 0:15:13.720 --> 0:15:15.440 You have your ATM, you can go in and make 0:15:15.480 --> 0:15:17.840 a Withdoral twenty dollars. And I would argue the standard, 0:15:17.920 --> 0:15:21.640 I say is automation needs to be superior than the human. 0:15:22.400 --> 0:15:24.480 And the proof is when you go to the bank. 0:15:24.720 --> 0:15:26.760 If there's a teller and there's an ATM and all 0:15:26.760 --> 0:15:29.080 you needed was twenty bucks, you choose then ATM every 0:15:29.120 --> 0:15:32.440 time because it's better, it's faster, it's easier, better than 0:15:32.480 --> 0:15:34.160 the human. But if you want to make a withdrawal. 0:15:34.200 --> 0:15:35.600 But then they added, oh, if you want to make 0:15:35.600 --> 0:15:37.520 a Withdraoral at the ATM. They did the same thing 0:15:37.560 --> 0:15:39.600 with the press one, press two, and the tree got 0:15:39.680 --> 0:15:42.480 all crazy. We're doing the same thing again with AI. 0:15:42.640 --> 0:15:44.600 But I think we have a chance to get it right. 0:15:45.320 --> 0:15:47.520 And the way I think we get it right is 0:15:47.800 --> 0:15:52.000 instead of how do I just eliminate talking to you 0:15:52.200 --> 0:15:56.480 all together, what I advice company is use that assistant, 0:15:56.560 --> 0:16:00.880 that AI assistant to help the human get it done 0:16:01.080 --> 0:16:04.360 faster and more efficiently. So what should be a ten 0:16:04.440 --> 0:16:07.000 minute phone call could be five. So if we use 0:16:07.080 --> 0:16:10.560 AI to make that job smarter, Yes, there's plenty of 0:16:10.680 --> 0:16:14.000 opportunities and things we can automate and eliminate the human. 0:16:14.360 --> 0:16:17.200 But how about we focus on making that job less 0:16:17.800 --> 0:16:22.600 miserable and pouring the technology there. Unfortunately we're not doing 0:16:22.680 --> 0:16:23.040 that yet. 0:16:23.880 --> 0:16:25.640 But that's the path, all right. 0:16:25.640 --> 0:16:27.160 I think I just came up with it, and you, 0:16:27.720 --> 0:16:29.320 if you scale this will hunt you down. You can 0:16:29.360 --> 0:16:32.760 be a partner. I just gone to this, ready for this, 0:16:33.320 --> 0:16:36.600 So listen, I'll hunt you. Listen to this. I'm coming 0:16:36.680 --> 0:16:37.280 up with this idea. 0:16:37.400 --> 0:16:38.160 Listen to the good one. 0:16:38.080 --> 0:16:40.120 Because you'll hear what he's going to know. This is 0:16:40.160 --> 0:16:45.680 genius work. Oh I got him off the phone quick. No, 0:16:45.760 --> 0:16:47.680 he's going to say this is genius. He's going to know. 0:16:47.880 --> 0:16:49.960 He's going to know and you're going to know that 0:16:50.080 --> 0:16:52.560 this is genius. So let me take you guys, did 0:16:52.640 --> 0:16:53.240 not I tee this up? 0:16:53.240 --> 0:16:53.400 Big? 0:16:54.560 --> 0:16:57.280 Go with me on this? Not joking? I know the 0:16:57.360 --> 0:16:59.000 jokey face joky face gone. 0:16:59.760 --> 0:17:03.680 So I call a customer service lotline and I'm already 0:17:03.840 --> 0:17:07.439 keyed up because there's a problem. It gives your choice. 0:17:07.760 --> 0:17:11.320 Would you like this resolved by George Gastanza? Would you 0:17:11.480 --> 0:17:15.600 like it resolved by and we have celebrity customer service 0:17:15.720 --> 0:17:19.360 AI that will resolve your problem? 0:17:19.560 --> 0:17:22.639 You have so many problems? Can I just tell you 0:17:22.680 --> 0:17:23.160 what your problem? 0:17:23.240 --> 0:17:23.280 So? 0:17:23.400 --> 0:17:29.159 First of all, if I have to record, all right, 0:17:29.280 --> 0:17:33.080 that's problem number two. So you've gone around me when 0:17:33.240 --> 0:17:38.200 I've somehow granted you, you're making AI me use my 0:17:38.960 --> 0:17:40.240 proceed I don't excuse me. 0:17:40.440 --> 0:17:41.200 I have to talk to you. 0:17:41.600 --> 0:17:45.760 Excuse me, I have no excuse me. How much fun 0:17:45.800 --> 0:17:46.320 would that be? 0:17:46.480 --> 0:17:47.640 You're not using George. 0:17:48.960 --> 0:17:52.880 Already talked to Larry and Jerry. You're making money every time. 0:17:54.000 --> 0:17:56.160 If you can get Larry and Jerry, you get Larry Jerry. 0:17:56.320 --> 0:18:01.159 You're not getting George Costanza. Got George. You're not wouldn't 0:18:01.160 --> 0:18:01.560 wouldn't you? 0:18:01.720 --> 0:18:02.000 It would? 0:18:02.040 --> 0:18:06.240 It would completely alleviate the tension you feel participatory. Nobody 0:18:06.240 --> 0:18:08.080 who you can do Jyle or you can do like 0:18:08.200 --> 0:18:10.320 it's all of those reading cards William Shatner. 0:18:10.920 --> 0:18:13.199 When mister I want my. 0:18:13.200 --> 0:18:16.520 Reef on, mister Shanner, let me tell you how we shutner. 0:18:16.800 --> 0:18:18.359 I'll tell you something. You're not getting your refine. 0:18:20.320 --> 0:18:22.760 I mean, would that you're something? 0:18:22.920 --> 0:18:24.520 I know I'm wanting something and. 0:18:26.119 --> 0:18:28.840 George Costanzo only I don't. Don't You don't have to 0:18:29.200 --> 0:18:32.120 sample a sample of the boys and I can take 0:18:32.119 --> 0:18:32.560 it from there. 0:18:32.720 --> 0:18:35.040 You don't want that? Do you understand what I'm saying? 0:18:35.280 --> 0:18:39.000 I don't making thirty thousands an hour? Where can I start? 0:18:39.040 --> 0:18:44.600 We could just start when I just went on strike 0:18:44.760 --> 0:18:51.600 to avoid this exactly after Frank Dresher's listening friend. You 0:18:51.640 --> 0:18:54.359 may have missed an area, but that would but joking 0:18:54.440 --> 0:18:56.320 a side that would work right because he's giving people 0:18:56.320 --> 0:18:57.320 another level of something. 0:18:57.320 --> 0:18:59.159 And that's what to make the idea of making the 0:18:59.280 --> 0:19:01.520 experience at least someone engaging and entertainment. 0:19:02.440 --> 0:19:06.040 We did that. People you know who I argue today 0:19:06.359 --> 0:19:08.960 are going to take seven years to get used that. 0:19:09.200 --> 0:19:11.959 Andrew Jackson is not giving my money my Vendo money back. 0:19:12.080 --> 0:19:14.479 Send us on. But look at let me say it's 0:19:14.520 --> 0:19:15.440 not a stupid idea. 0:19:15.520 --> 0:19:18.639 Right, Hey, I think I think you're on to something. 0:19:18.960 --> 0:19:21.960 Especially depending on your industry, you may bring a little 0:19:22.080 --> 0:19:22.760 levity to it. 0:19:22.960 --> 0:19:26.280 And you're not so serious, Yeah, because people address it already. 0:19:26.320 --> 0:19:28.760 You're coming to the thing with a problem. So how 0:19:28.800 --> 0:19:32.000 do you How many companies now there is no telephone number, 0:19:32.080 --> 0:19:34.440 there is no office building this company does they're a 0:19:34.520 --> 0:19:36.960 huge company. How many companies now will not let you 0:19:37.080 --> 0:19:39.000 even call them or talk to them? 0:19:39.600 --> 0:19:41.359 Yeah, it's a growing number. 0:19:42.119 --> 0:19:44.920 Maybe the most popular one that recently did it was 0:19:45.600 --> 0:19:48.720 Frontier Airlines. They just said, no phone numbers, you can't 0:19:48.760 --> 0:19:49.879 call us, period. 0:19:50.200 --> 0:19:51.639 End the story. You've got to use emails. 0:19:51.760 --> 0:19:52.560 Is there a way around that? 0:19:52.680 --> 0:19:53.920 That you know there is? 0:19:54.160 --> 0:19:57.320 There's always a way. So when I tell people how 0:19:57.359 --> 0:20:01.080 do we change how do we change things? And there 0:20:01.119 --> 0:20:04.600 are a few pressure points. Number one, vote with your wallet. 0:20:04.800 --> 0:20:07.080 But number two, when you have this kind of issue, 0:20:07.720 --> 0:20:11.760 the person who cares are the executives. So and their 0:20:11.840 --> 0:20:14.680 website's dedicated to this. You find the CEO and the 0:20:14.720 --> 0:20:16.520 ALLC suite. In fact, you go on there, you just. 0:20:16.520 --> 0:20:18.800 Copy and paste. Particularly if it's a big enough. 0:20:18.720 --> 0:20:22.199 Company, you shoot them an email and you tell them 0:20:22.280 --> 0:20:23.960 what your issue is a you know what that CEO 0:20:24.080 --> 0:20:25.080 does because it's done to me. 0:20:25.760 --> 0:20:28.560 He or she doesn't even read it. They hit forward 0:20:29.400 --> 0:20:31.359