More and more I’ve been finding myself in what robotics experts call the uncanny valley — which isn’t a physical place but a concept that captures the off-kilter, quasi-human weirdness of certain forms of artificial intelligence. The last time was when I called in a take-out order to what I assumed was my local branch of the P.F. Chang’s global restaurant chain.
Customer Service Needs to Be Either More or Less Robotic
The middle ground creeps us out.
November 24, 2014
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New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.