Such an important article. Did you read about the Korean Starbucks campaign that used AI for a marketing campaign and it got approved without executive oversight and the outcome was embarrassing and damaging. They used a slogan that no one realized had direct meaning to a horrific event in Korean history. 🤷♀️a nightmare for that team. Cautionary tale!
AI cannot replace the "learning curve" effects of human intellect and experiences and character. And God forbid, I use it for building my "reputation." Our human brain is neuroplastic and that is the beauty of being a living creature. I know that my brain a few minutes from now will not be the same as it is now when I pen this comment. Thank you for this insightful article.
I’m with you on the experience part. Some of the calls I make now come from years of getting them wrong first. I wouldn’t know how to teach an agent half of that without reliving the whole story.
I’d be up for that. Running a business for years leaves you with loads of calls you can make without being able to explain where they came from. Agents have made me realise how much sits in that messy middle.
Haha, yes- after our call, you’ll surely have pre-AI clarity on the original source… ;)
Because we all know, any business can be optimized with agents. But without the origin? Automation bias keeps amplifying the confusion, and critical thinking is delayed. DMing you!
Such an important article. Did you read about the Korean Starbucks campaign that used AI for a marketing campaign and it got approved without executive oversight and the outcome was embarrassing and damaging. They used a slogan that no one realized had direct meaning to a horrific event in Korean history. 🤷♀️a nightmare for that team. Cautionary tale!
I hadn’t seen that one. 😳 That’s exactly the kind of mistake where “the AI did it” is completely useless once your name is already on the campaign.
It doesn't matter how much thought you put into the decision. If the AI makes a bad call, the customer just sees your company making a bad call.
Yep. The customer doesn’t know there was an agent somewhere in the middle. They just know your company did something daft.
This also explains why some automation feels amazing in demos and terrible in production.
Demos are lovely because nobody behaves strangely in them. Then real customers arrive and immediately find the one situation nobody thought about.
This is the part of AI adoption that deserves more attention
I think we’re handing AI more freedom faster than we’re getting comfortable with what happens when it gets a call wrong.
Once agents act on our behalf, the quality of their decisions becomes part of our reputation.
That’s why I keep coming back to the name test. If it goes out as me or my company, I need to be happy explaining the decision afterwards.
AI cannot replace the "learning curve" effects of human intellect and experiences and character. And God forbid, I use it for building my "reputation." Our human brain is neuroplastic and that is the beauty of being a living creature. I know that my brain a few minutes from now will not be the same as it is now when I pen this comment. Thank you for this insightful article.
I’m with you on the experience part. Some of the calls I make now come from years of getting them wrong first. I wouldn’t know how to teach an agent half of that without reliving the whole story.
The moment AI acts in your name its mistakes become your reputation, that line is the whole piece.
Yep. Once it goes out under your name, nobody cares which model clicked send. You’re still the one answering the awkward email afterwards.
Great insights! Finally people are talking about pre-AI embodied cognition. I’d love to connect and dive deeper into this :)
I’d be up for that. Running a business for years leaves you with loads of calls you can make without being able to explain where they came from. Agents have made me realise how much sits in that messy middle.
Haha, yes- after our call, you’ll surely have pre-AI clarity on the original source… ;)
Because we all know, any business can be optimized with agents. But without the origin? Automation bias keeps amplifying the confusion, and critical thinking is delayed. DMing you!