Customer service gets automated faster than directing: binary outcomes decide
every · x · 2026-09-17
A thesis making the rounds argues customer service is being automated far faster than fields like movie directing because every ticket has a binary outcome—resolved or not—and people broadly agree on whether a complaint was addressed.
Judging a director's success is harder, and objectively distinguishing an average director from an exceptional one is harder still. Jim Prosser, founder of Tamalpais Strategies, argues automation risk partly depends on whether customers can perceive—and pay for—the difference between adequate and exceptional work.
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