The Feed, whose motto is “Food for Athletes”, is a newish, trendy, growing biz where more and more endurance sports kids are getting their fuel.
And if there’s any chance I might be a wee bit cool by association, I’m going to conform. So today, I received a text message from The Feed saying my most recent order of carbohydrate drink mix, energy gels, and engery chews had arrived.
Lo and behold, when I opened the front door, the big ass box looked like it had been chewed completely open by a colony of beavers. Even worser, the smaller box of 30 gels was also opened. And somehow three of the large gels had opened and were all over everything in the box. Resulting in one very large, very gooey mess.
Somewhere, there’s a colony of beavers absolutely ready to rip some trees apart and drag them into a stream. Right now, everything I ordered is in the kitchen sink waiting to be rinsed and dried.
No, this is not remotely equivalent to the challenges you’re dealing with today. I’m not seeking sympathy for what is ultimately an inconvenience. This is a story about the future having arrived too soon. Or more specifically, about how shit early AI customer service is.
I emailed The Feed. Told them what happened. Shared the pics for emphasis. Asked for a new box of gels. Seemed reasonable.
A minute later, “Matt-bot” replied:
The P.S. says Matt-Bot is better than a real live human being 87% of the time. LOL. The response I received falls squarely in the 13%. When they write that Matt-Bot is “designed for quick, complete resolutions” what they mean is we can employ far fewer people, lower our overhead, and increase profit margins for our shareholders’ benefit. At least in theory.
My fave part of the reply is the braindead closing, “Keep pushing”. Brah, all I was looking for was a run of the mill, “Very sorry for the inconvenience.” Well, and maybe a, “We’re committed to making it right. . .”
I switched from emailing an AI bot that strangely uses personal pronouns to emailing a human being. I wrote, “Really disappointing impersonal reply to my email and pictures about the gels arriving opened and getting over all the contents of the torn/opened big box.”
I have not heard back yet. Which is okay because I’d much rather have a slow, but thoughtful human reply than one from an uber-fast, weirdly impersonal AI customer service bot. I’m afraid, that in relatively short order, more deliberate, thoughtful, and humane responses may be a thing of the past.
Pressing Pause 