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AI can't fix what automation already broke
Generative AI is the latest in a long line of technologies that promise innovation and fixes but grind away at public life
The piece reveals a new, cutting-edge use case for enterprise AI: trying to prevent call center workers from “losing it” by showing them video montages of their family set to their favorite pop music after they have been barraged with angry callers and the system has assessed they are on the brink. But instead of, say, making room in the budget for more intelligent human staff members, a bank like First Horizon decides to shell out for the latest technological trend that promises ever-improved efficiency—this time, the AI ‘reset’ button that impresses management but condescends to workers. That the result will be lost and degraded jobs, worse customer service, hollowed out institutions, and all kinds of poor simulacra for what used to stand in its stead—all so a handful of Silicon Valley giants and its client companies might one day profit from the saved labor costs.
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