Interesting article in Wall Street Journal today on how companies are using technology to manage customers. It maybe effective but seems like a bad strategy. ATT uses a system developed on this type of analytics. It is behind a paywall but here are the first two paragraphs.
In corporate parlance, it’s called the “breakpoint.” It’s how far customers can be pushed before their heads explode.
From long waits at the airport to rude store clerks to ineffective helplines, shoddy customer service is a universal frustration. Today, companies crunch data and use artificial intelligence to determine exactly how angry a customer has to be to bolt. Many are walking right up to that line.