> Do you just drop the customer? Well that's lost revenue, or an easy win for another company
Works for Google. Lots of their stuff has non-existent support even today.
At the end of the day it might cost more to acquire the customer than not.
Works for Google. Lots of their stuff has non-existent support even today.
At the end of the day it might cost more to acquire the customer than not.
I think the issue will come when companies start dropping customers that don't fit certain templates. They'll be accused of using racist or sexist AI, or something like that, and it'll be hard to defend against that because AI is a black box. With humans you can say "we have a policy against this", or "we'll retrain our employees", but that won't be possible for AI in the same way. Yes you can "retrain" an AI, but that retraining looks a lot less like a corporate education program, and a lot more like an IT change request, and surprise surprise, we're back to buying software systems.
I don’t see how that would be relevant from the companies perspective. Companies get accused of this and much worse all the time and it almost never has any real effect, happy to be corrected
Ok, they drop customers too, and even as a customer its gard to talk to a human. And that in itself is a huge barrier to entry to some possible customers.
Personally we use Google for ads. We pay them money, but don't get to talk to a human. They'd drop us if we behave in a way the algorithm doesn't like. They get away with this because there are very few alternatives.
But we don't use GCP. We use AWS, and talk to a human a couple times a year. And issues get fixed.
So yes, it works for Google, but only really in the space where they have a somewhat-monopoly.
In other spaces like Gmail or Google+, they happily drop users all the time because those are users, not customers.