The author, who has been using ChatGPT and other AI tools for various tasks, realized that he had developed an “alpha relationship” with AI, where he tells it what to do and expects direct, just-the-facts responses. However, this approach backfired when he was on an 11-minute phone call with a customer service representative, where he found himself talking to the rep in the same blunt and efficient manner he uses with machines.
The author had been using ChatGPT for tasks such as working on his business venture, planning his ski trips, and creating a physical therapy plan. He had customized the chatbot’s settings to provide neutral and direct responses, without any unnecessary niceties. When interacting with ChatGPT, the author would often interrupt it or tell it to stop if it went off-topic, and the chatbot would remind him that it has no feelings and can’t be offended. However, when dealing with a customer service representative from Warby Parker to return $600 worth of glasses from an $800 order, the author caught himself using the same tone and language he uses with ChatGPT.
The 11-minute call was marked by delays, interruptions, and misunderstandings, and the author found himself reflexively telling the representative to “stop” and “listen” in the same way he would with ChatGPT. However, he quickly realized his mistake and made an effort to be more empathetic and patient for the rest of the call. The author notes that while it makes sense to strip empathy from interactions with AI, it’s easy to forget that humans still need patience, kindness, and dignity in their interactions.
The incident highlights the potential risks of blurring the lines between human and machine interactions, and the importance of being aware of one’s communication style and adapting it to the context. As the author notes, “Machines are not human; humans are,” and it’s essential to remember this distinction to maintain healthy and effective relationships with both machines and humans. The experience serves as a reminder to be mindful of one’s communication approach and to make a conscious effort to be more empathetic and patient when interacting with humans, whether in personal or professional settings.
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