Tiny cuts technology can’t heal
Financial turbulence had thrown the airline into embarrassing news pockets. That did not deter me from booking my flight with them.
The boarding pass that technology delivered in advance clearly mentioned the time I would start boarding.
Thirty minutes past that time, with no information about what was holding up the increasingly restless group of passengers, I suddenly remembered the headlines.
“No sir, the flight would take off on time,” the employee who finally swiped my boarding pass reassured me. If only someone had taken the trouble to inform us just that with or without a credible excuse for the delay! Too late! The next time I had a choice, I would not fly this airline.
On the return leg, another feat of technology specified the boarding gate number 24 hours before I was to start for the airport. Wow!
Minutes before boarding time, they changed the gate.
“But why didn’t someone tell me?”
“You should have checked the display, sir!” Of course, it was my fault. Why did I stop checking the display after the fourteenth time? And they did text me the gate number nearly 24 hours before boarding. Surely you can’t expect them to also text me the sudden change, when it mattered more?
Intelligence, artificial, is just that. Until and even after we infuse intelligence with empathy, there is no substitute for a simple communication at the right time.
Else, tiny cuts can cause more damage than headlined hemorrhages.
25/9/2018 03:13:31 pm
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