Insight 11 · Data & AI
How Bad Math and Synthetic Empathy are Ruining Customer Service
Customer service is deteriorating not because AI is inherently evil, but because corporate executives are using AI to turbocharge an obsolete, extractive financial model.
The accountability test
Can the decision survive informed questions?
This idea asks leaders to move past activity, convention, and confident presentation. The test is what the claim changes, who can question it, and what evidence supports the decision.
In data & ai, accountability means making assumptions visible, naming an owner, and connecting the work to an outcome people can recognize. If the reasoning cannot be explained clearly, the system is not ready to scale.
Source: How Bad Math and Synthetic Empathy are Ruining Customer Service ↗Build with Dāginty
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