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Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch (techcrunch.com)

submitted 8 months ago by L4s@lemmy.world to c/technology@lemmy.world

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Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch::Google is testing a feature that places a call to a business , waits on hold and then give you a call once a representative is available.

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[-] FauxPseudo@lemmy.world 8 points 8 months ago* (last edited 8 months ago)

And if successful then companies will hire even less people to take your calls because their KPIs will show that people are willing to wait even longer for a resolution.

This is a bandaid that has the potential to make things worse.

[-] afraid_of_zombies@lemmy.world 2 points 8 months ago* (last edited 8 months ago)

Moral hazard I think the term you are looking for here. Might be wrong could also be preverse incentive.

[-] FauxPseudo@lemmy.world 2 points 8 months ago

Negative Externalities also applies

[-] FauxPseudo@lemmy.world 2 points 8 months ago

It definitely has a moral hazard aspect. Thank you.

this post was submitted on 17 Feb 2024

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