JPApr 27, 2025

"Your call is so important to us, we have fired all the humans and replaced them with a terrible automated system that cannot understand you.

Please hold while we pay our executives another bonus for some reason.

Did you know you can use the Internet to discover our website can't answer your question?"

Show threadMorgan ⚧️Apr 28, 2025
@daedalus this was the last straw for me and BofA
Tried to change my address in the app, and when it didn't work the app gave me a number to call. The phone bot asked me what to do, I said I tried to change my address but the app wasn't working, so it told me how to change my address in the app and then immediately hung up on me 😭
Show threadAaronApr 28, 2025

@raphaelmorgan @daedalus I see they've done great things with the system I helped engineer for them. /s

I was actually proud of what I'd built, at one point.

Show threadMorgan ⚧️Apr 28, 2025
@hosford42 @daedalus ooh what part did you work on? I can imagine this technology being used in many less frustrating ways
Like, imagine if it took a few words to try to figure out *who to send me to* and if it can't figure out what I want it just puts me on the line with a person? That seems like it would be a great use for this phone system, and it could actually save a lot of time! But no we gotta get rid of the humans as much as possible 😩
Show threadAaronApr 28, 2025

@raphaelmorgan @daedalus The NLP tech. Intent detection, entity extraction, and even a novel anaphora resolution algorithm that is patented with me as an author. (Not that I own it. I was required to give up all rights, while still being held indefinitely responsible for helping them defend the claim.)

It used to route you to an actual person if it couldn't help. But of course, they promptly made it a goal to minimize that because it's expensive.

Show threadMorgan ⚧️Apr 28, 2025
@hosford42 very interesting! Personally, I think you should still be very proud of it. You did great work with a noble goal in mind. It's not your fault--and it's honestly kind of inevitable for any worker--that they took the product of your labor and turned it into something terrible. Capitalists have a tendency to do that. Everything they touch turns to shit
Show threadAaronApr 28, 2025
@raphaelmorgan I reserve the right to be sulky about it. ;)
Show threadMorgan ⚧️
@hosford42 of course! I think my point was more that you can still be proud of your work while sulking that they use it wrong 🤷
Apr 28, 2025 at 9:50amWeb
Show threadAaronApr 28, 2025
@raphaelmorgan I get it. I'm just being sulky. :)