i dont know either but i feel like it's more about offering a "human escape hatch" rather than "surveillance". Where you can just get on the phone with someone empowered to help you cross obvious software failures would be good. attach some conditions to it, eg "must be resolvable in 3 minutes". It would kind of be like the "Getting Things Done" method applied to customer service. I see this in my local bank branches where the greeter employee can do a quick chat with you and route you to the right place, instead of you having to wrestle with some self serve signup and potentially getting things wrong.
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i dont know either but i feel like it's more about offering a "human escape hatch" rather than "surveillance". Where you can just get on the phone with someone empowered to help you cross obvious software failures would be good. attach some conditions to it, eg "must be resolvable in 3 minutes". It would kind of be like the "Getting Things Done" method applied to customer service. I see this in my local bank branches where the greeter employee can do a quick chat with you and route you to the right place, instead of you having to wrestle with some self serve signup and potentially getting things wrong.