When a measure becomes a target it ceases to be a good measure.
The article talks about Google, but this is very prevalent in customer service too. You've had to deal with an annoying, useless chatbot.
The companies selling these chat bots advertise a resolution rate near 60%. That's a 60% reduction in work customer service has to do! But look deeper. It's not a 60% reduction in work because they're just tracking how many chats get escalated to a human. Would customers send an email to bother a human for that 60%? Probably not.
In the end customer service managers get to put "introduced AI to cut tickets by 60%" on their resume, customer experience platforms grow, and you get annoyed.
The article talks about Google, but this is very prevalent in customer service too. You've had to deal with an annoying, useless chatbot.
The companies selling these chat bots advertise a resolution rate near 60%. That's a 60% reduction in work customer service has to do! But look deeper. It's not a 60% reduction in work because they're just tracking how many chats get escalated to a human. Would customers send an email to bother a human for that 60%? Probably not.
In the end customer service managers get to put "introduced AI to cut tickets by 60%" on their resume, customer experience platforms grow, and you get annoyed.