Now I see more and more robots and AI being introduced into business, and it’s not always clear where the line is between something useful and something… well, a little unfair, maybe. We installed an automatic cappuccino maker in our coffee shop, and now the baristas are asked not to chat with customers, but just pour and hand over. Like, the robot is faster, so don’t get distracted. I felt sad somehow – the atmosphere used to be warm and lively, and now everything is like on a conveyor belt. So I’m wondering, where is the line – where can you trust machines, and where do they take something important from people?
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DR. STEVE ROBBINS
DR. STEVE ROBBINS
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I'm not from Russia, but I understand what you mean. I had a similar case - I worked for a company in the Netherlands, where they decided to implement a "smart customer communication system" through chatbots. At first, everything was great - the bot helped with simple questions. But then they started removing people from support, and suddenly complex requests were processed very dryly and according to a template. One client even left simply because he could not talk to a real person. This made me think - where is the real savings and benefit, and where are we losing trust and human attitude. By the way, I came across an interesting article on the topic - here https://hrnews.co.uk/automation-and-its-ethical-issues-the-uk-automation-revolution/ - it is exactly about these moral boundaries of automation. Maybe you will be interested to take a look - it helped me to look at it from a broader perspective.