254

Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch (techcrunch.com)

submitted 9 months ago by L4s@lemmy.world to c/technology@lemmy.world

40 comments fedilink hide all child comments

Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch::Google is testing a feature that places a call to a business , waits on hold and then give you a call once a representative is available.

you are viewing a single comment's thread
view the rest of the comments

[-] FauxPseudo@lemmy.world 6 points 9 months ago* (last edited 9 months ago)

And if successful then companies will hire even less people to take your calls because their KPIs will show that people are willing to wait even longer for a resolution.

This is a bandaid that has the potential to make things worse.

[-] afraid_of_zombies@lemmy.world 2 points 9 months ago* (last edited 9 months ago)

Moral hazard I think the term you are looking for here. Might be wrong could also be preverse incentive.

[-] FauxPseudo@lemmy.world 2 points 9 months ago

Negative Externalities also applies

[-] FauxPseudo@lemmy.world 2 points 9 months ago

It definitely has a moral hazard aspect. Thank you.

this post was submitted on 17 Feb 2024

254 points (100.0% liked)

Technology

59379 readers

2865 users here now

This is a most excellent place for technology news and articles.

Our Rules

Follow the lemmy.world rules.
Only tech related content.
Be excellent to each another!
Mod approved content bots can post up to 10 articles per day.
Threads asking for personal tech support may be deleted.
Politics threads may be removed.
No memes allowed as posts, OK to post as comments.
Only approved bots from the list below, to ask if your bot can be added please contact us.
Check for duplicates before posting, duplicates may be removed

Approved Bots

founded 1 year ago

MODERATORS