I recently had a rough Lyft driver. He ignored red lights, cut people off and dropped me off in an illegal lane. I hopped out of the car quickly, more worried about my safety than correcting him or having an altercation with him.
I provided feedback on the app knowing that with a three star or lower rating I would never be paired with this driver again. I immediately received a quick automated response acknowledging my concern assuring me Lyft would look into the issue. Lyft sometimes gives a credit for bad service, this time they did not. The credit is nice, but response and correction is what I'm really going for.
After the interaction I received a survey. One question startled me. It was "Do you think Lyft cares about you?" I paused. I didn't rate it a ten because my whole interaction was was automated. Could a Bot care about me? I wrote that comment in the notes.
Upon further reflection, I would answer 'yes' I do feel cared about by Lyft. The response came quickly. I feel confident they addressed the issue. I felt safe. I could provide my feedback without having a personal confrontation with the driver. My first reservation was 'how could I be cared about by a Bot?" The whole transaction was automated. True. However there were people behind those automated processes. People who coded efficiently, who discerned how to capture experiences, automate a response, tracked the information and replied appropriately.
In contrast, I had a human interaction with a driver, who didn't care about me. He compromised my safety. If I didn't have the support of the Bot, he would be left to his own devices to continue on with his behavior. The driver would now be held accountable. He'd either get a lower rating or might even be terminated. Either solution, if it creates change is a good one.
Bots are used to automate repetitive action. Lyft proved even kindness, consideration and responsiveness can be automated. The fact that behaviors can be automated only elevates the importance of human interaction. It doesn't replace it.
Alicia Dale is a strategic thinking Creative that understands the power of words to influence, change and build new infrastructures. This Blog is to capture ideas that have no where else to go at this very moment. Who knows how they will be developed? Or where they will go? For now they are sparkles of light easily stored where I can search and find them when they call my name again.