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> AI gives us speed. Talent gives us empathy

Not sure if this is the primary reason. It just seems to me their AI adoption was unable to meet the baseline effectiveness of their human agents.

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What does empathy even mean in the context of payday-loans-as-a-service? They'll lure people debt traps and then bleed them dry, but pretend to feel bad about doing it?

Run of the mill corpo speak.

“Empathy is when you use common-sense reasoning to solve problems that weren’t explicitly covered during training.”

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