How AI is making Customer Service Better

22 Jun 2026 · 1 min

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In this monologue, the speaker reflects on how expectations of common decency and appropriate behavior differ across cultures, especially in delicate situations such as bereavement or inheritance calls. They note that humans often feel pressure to navigate awkward emotional moments before getting to the business of the call. The speaker argues that when AI handles these interactions, the uncomfortable human-to-human emotional buildup disappears, effectively removing the need for the caller to manage or express grief or other sensitive emotions. This shift changes the responsibilities and emotional load on human agents, raising questions about how AI alters the etiquette and empathy traditionally required in such conversations.

Chapters

As humans, we have expectations from each other of like what common decency is. And you know it, even cross-culturally, like it's quite different how you would deal with this in like a British context or whatever. So like we don't all really behave the same, right? What taste is and what good behavior is varies across cultures, right? It would be expected to ask something about the person. In others, it would just be like, okay, acknowledge, move on. And that's probably the safest thing to do more broadly. But then with an AI, humans don't care that awkward part of the conversation before we just get on with it, right? And if they like— the pressure on the human is interesting because if they just want to get with it? Do they not care about the person who died? Are they just calling to like inherit their money? Well, no, they have to make that call, right? But then like, you know, that all just goes away. The emotional buildup of the call is gone with AI.