Anthropic has created arguably the world's best AI right now.
And it has a huge bug that's costing me money.
I tried all the methods that existed to try to get to their support.
An AI was there immediately, which didn't help me at all.
The interwebs say it can take a week or more for me to get a real response.
Every day this isn't solved, they are costing me.
It's not a giant problem to fix either. It's something that would take a human maybe 10 or 20 minutes to sort out, if that. And it's impacting lots of other people as well from what I'm seeing on the net.
So it's ironic that we build these systems and we can use them in one of two ways:
- To connect more deeply.
- To distance ourselves even more.
Instead of using the tech to be helpful and to improve the relationship that I have with your company, you're using it to avoid paying customer support, to solve my problem more slowly, and make me more frustrated.
In many instances, what we're scaling with tech, including AI, is disconnection, abandonment, and sometimes what feels like outright rejection.
Amazon
Contrast this to Amazon's AI.
When I talk to Amazon's AI, It has the authority to give me refunds. It often actually resolves my problem as fast or faster than a human could.
Amazon is using the tech to build a better relationship with me instead of hiding behind it and creating a worse one.
I believe that moving forward, this will be the fundamental dichotomy between success and failure. Loneliness and connection. Happiness and misery...in terms of using this tech.
I'm designing my systems to make sure that we are brought closer together as people, and not pushed further apart.