• Chatbots aside, firms should also provide a way to speak to a human being for serious or complicated queries that cause customer angst • Recently, the head of an Indian technology company was criticised for boasting about replacing customer support staff with artificial intelligence
A person unable to distinguish different musical notes or sing in tune is, we say, tone deaf. The expression has now come to mean someone who is out of touch with the world and likely to cause offence. With the intrusion of ‘cancel culture’ into public debate, being seen as tone deaf is something business leaders should avoid.
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