AI has led to the catastrophic downfall of customer-oriented business practices.
Vodafone, eBay, Revolut, MediaMarkt, EasyJet, Swiss Airlines, NS, Deutsche Bahn, Bunq, Lufthansa, Eurostar, SNCF, VFS Global, Facebook, and many others — what do most of these brands and corporations have in common today?
A false understanding of customer orientation, driven by the excessive use of AI in customer interactions. I get it — companies have long considered customers to be idiots. But with the advancement of technology, this hidden attitude has transformed into outright mockery. It has reached the point where a claim is automatically issued against you (for example, for a late payment), yet you have no way to respond because the sender is “no-reply@vodafone.nl”!
In other words, the system only works in one direction, and the consumer has no pre-trial rights whatsoever. Vodafone is a prime example of this approach, as the only way to submit a complaint is through an internal “community” that functions like a basic user forum!
Moreover, businesses have created numerous obstacles to prevent consumers from defending their rights — from these so-called communities to mandatory mediation processes handled by questionable third parties, often appointed by the very company being challenged.
And what about AI?
AI only makes things worse, hammering the final nail into the coffin of customer orientation. When already frustrated customers realize that they are dealing not with a real employee (whose authority is usually very limited anyway), but with a bot, it often sends them into absolute rage.
Where do businesses even learn to treat customers this way?
I’ve attended two business schools, studied at three others on exchanges and specialized programs (University of Cologne, University of Southampton, and University of Toronto), and I have never encountered such an approach anywhere.
Even the schools themselves don’t treat their students this way, no matter how heated the disputes may get.
So why do their graduates have such a distorted perception of reality and modern technology?
The answer is simple and boils down to two key points:
Cost-cutting (by reducing staff).
Profit maximization (by deceiving consumers in practice).
It is clear that this does not lead to lower prices for end customers. Instead, it strengthens monopolies, giving corporations more financial leverage to lobby for their own interests.
Such companies will inevitably face major legal problems, encountering large-scale class action lawsuits sooner or later. This is a classic case of poor management, where “the fish rots from the head.”
Don’t take advice from AI-driven monopolists
Do not follow the “kind-hearted” advice of top managers from these companies, who showcase how AI can supposedly revolutionize customer relations and cut support costs.
For monopolies? Sure, it works.
But for small and medium-sized businesses? This approach could lead straight to bankruptcy.
Most corporate employees are so out of touch with reality that they cannot assess the consequences of their decisions, including the introduction of certain technological innovations and their impact on the end consumer.
Such executives will remain in their bubble — until a bold crisis manager arrives, who will deal with these so-called “customer relations teams” in the only correct way: firing them without any compensation.
Final recommendation — limit AI usage. Yes, AI is a trend — but stop trying to apply it everywhere.
Just remember how, only seven years ago, companies were mindlessly integrating Blockchain into everything, even where it was completely unnecessary.
Now, that historic technological failure — just like 3D glasses hype — looks like a total joke.
Learn from history before blindly following the next trend!
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