Chapter 1: The Rise of Automation

Recent headlines have highlighted a significant shift in how we interact with technology. Living in the Tampa Bay region of Florida, I noticed that calling 988 now directs you to the National Suicide Prevention Hotline, which is undoubtedly a positive development. However, the option to "text" this number struck me as concerning. I imagined a person in distress, waiting for a callback while in a dire situation. Is this really a responsible use of technology? This scenario reflects a broader issue: humanity’s growing submission to automated systems.

During a surgical procedure I had in January, I awoke to find that my nurse spent 90% of her time focused on her computer and only 10% engaged with me. Initially, I thought my perception was skewed due to anesthesia, but as I regained full consciousness, the dynamic remained unchanged. After an hour and a half, I finally inquired whether my wife could visit, to which the nurse replied, “Oh, did you want her to come in?” It appeared that her computer hadn’t prompted her to ask such an essential question.

My informal and non-scientific exploration of contacting medical offices revealed that only one in twenty had a human answering the phone. Most offices subjected callers to a maze of options I can only describe as “touch-tone purgatory.” Additionally, I encountered the same two irritating automated messages: “Please listen carefully as our menu options have changed” and “Your call is very important to us.” The latter statement is misleading; if it were truly important, a human would be answering the phone. This irony reminded me of a humorous cartoon.

Chapter 2: The Customer Service Dilemma

The erosion of customer service is closely linked to the rise of automation. Instead of connecting customers with real people, companies have opted for cost-efficient robotic menus. Many individuals in my age group often abandon their attempts in frustration. Occasionally, companies offer a “chat” option; however, more frequently, this leads to conversing with a bot. When these bots are unable to assist, they may or may not escalate the matter to a human representative. This raises the question: if a live person is available to type responses, why can’t they take phone calls? When you finally reach a human, it feels like winning the lottery, only to discover their grasp of English might be limited and they could be located in a distant country. Alternatively, you might encounter a message stating, “Chat is currently unavailable.”

Have you attempted to communicate with anyone at an airline recently? Good luck! They typically direct you to their website or app. Perhaps they will return your call within a few hours, but as a friend recently experienced, they may reach out at 2 AM to inform him that his flight to Philadelphia was canceled just hours before departure. At the airport, kiosks dominate the landscape, allowing you to print boarding passes and luggage tags yourself. Atlanta's airport even features a line where passengers are expected to load their tagged bags onto the conveyor belt. What’s next? Will passengers be flying the planes? Given the pilot shortage, this may not be far-fetched.

In a recent encounter, I needed to speak with a banker who held the title of “Relationship Banker.” Ironically, since the bank frequently relocated him, I found it hard to see the relationship aspect. After leaving a voicemail, I am still waiting for his call back over 24 hours later. My wife reminded me of a time when banks were so eager to attract customers that they offered free toasters for opening accounts. Nowadays, obtaining temporary checks is nearly impossible, and printed checks take two weeks to arrive. It’s only a matter of time before paper checks become obsolete.

The 2004 film “I, Robot,” featuring Will Smith, depicts a future in 2035 where humanity continues to combat robotic adversaries. This theme resonates with “Westworld.” It seems this conflict is perpetual, but perhaps we should consider surrendering. AI (artificial intelligence) is viewed as the ultimate breakthrough by tech enthusiasts who naively believe machines will enhance our lives. Thus far, the evidence for this claim is lacking. Sure, online banking simplifies bill payments, but it also facilitates identity theft. Virtual assistants like Alexa and Siri can answer numerous questions, yet they can't guide me to my “relationship banker” today.

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