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Robert Kaplan’s frustration with bots/chat boxes and artificial intelligence that replaces a human customer-service representative is the prevailing new customer service culture.
Also please note that every time a chat box, a bot or answers or customers use a self-checkout at a grocery store, that institution/corporation is no longer paying wages or benefits to an actual human. That means they are also not paying payroll taxes, which are the foundation of our Social Security system.
Only actual working human beings pay into Social Security; the payroll tax is split evenly between the worker and the employer. All those little and very important daily interactions between customers and employees are being sacrificed for a profit margin that will not necessarily benefit greater society in the long run.
Lisa Johnson
Santa Cruz
