We have all run into that frustrating situation trying to get through the IVR and speak to a live "AGENT" . We have been hung up, misrouted, dropped with a message "you have not entered the right option, thank you for calling xyz" etc., And that lady's voice is sarcastic, she is very happy to drop your call and not let you speak to the Agent. You have to dial all over again!
It gets so fierce on situations like a customer calling a bank to report a stolen card, or when you call to book a refill for your cooking gas, when your car needs to be fixed after an accident and you are asked by an automatic intelligent system to enter your date of birth, pan card number etc., Oh not just these, when you receive a call reminder to pay your credit card bill or your mobile bill, that voice is so ugly, angry and pissing you off type!
There used to be times, when you dial and a real person answered the phone. Automation and Technology has really kicked us down below our levels of dignity and patience as they have unknowingly taken the "Boss" seat on many occasions. To speak to a human person in a real-life scenario has now become a luxury.
How far can all this Automation go? Customer service is alright, billing and banking is okay, but what if Automation is extended to be your personal hair dresser, or a cook who is programmed to make a few dishes? or a doctor, a medic perhaps who can read your pulse, check your eyes, test your blood and diagnose the problem while he instantly prints a prescription, just like an ATM machine? Give this a thought for a minute.
What if a student has a college/school admission and his teacher is an online video, his assignments is an automated web application that assigns, the test is online and studies are on a mobile App? What if the entire education system is fully automated by computers, web apps, mobile apps and machines? its possible right? and it can happen in near future, cant it?
What if one school/college adopts such a system and for half the cost of having a human teacher, if a machine does it for a throwaway produces children who have a 60% IQ level than of those who study under a human teacher, wouldnt all schools run behind having such a system? wouldn't all nations support their cause as every country depends heavily on education system?
Similarly think about the Value proposition that Automation brings to other professions.
In the world of cutting costs, there would not be talented craftsmen, or employees or professionals if Automation is going to extend to replace human efficiency. Its all heading towards a devil's bargain where efficient humans are replaced by Ultra efficient cost effective long lasting machines!
I accept that cost saving is important, technology has to be incorporated, more technology means more benefits and more money etc., I am not debating over this topic at all. What I am trying to point out is an exponential innovation that will come up in days to come that evades any emotional barrier, or a human touch but introduces a program that sticks to a set of rules and dehumanizes the entire process?
For example, you cant request to a machine, you cant let the automated system sympathize you for real for waiting in the queue for long, you cant have a real doctor who actually cares about your health, you are just left stranded in the planet of emotion by a cold machine/program and your only value, your only worth is "how much money you have" and nothing else!??? We shouldnt let it happen, should we?
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