“Yes, you’re right, my mistake.”
“I apologize. I missed that.”
“That’s a great idea! Much better than what I was thinking.”
I’ve received each of these as feedback from my AI sessions in the last couple of days. The AI being sycophantic, or at least, trying its hand at the human art of telling me what I want to hear.
It’s bullshit.
And bullshit isn’t good customer relations.
Good customer relations starts with making the customer feel heard. AI is a bit more like, “You’re right. Whatever you just said, you’re right.”
Which makes me wonder whether it heard me at all.
Sometimes I’m wrong. Sometimes my idea isn’t great. Sometimes I’ve misunderstood or missed something. If every correction I offer gets an apology and every suggestion gets applause, I have to do the work of figuring out whether either is actually correct. And most times, when working with AI, correct is what I’m after.
Customer relations is worth being human over.
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