A User Challenged Uber Support to Say ‘Potato.’ Its Response Sparked New Scrutiny of the Company
A viral exchange reignited concerns of the technology that’s powering many companies’ customer-support processes.
Uber is facing criticism for its automated responses.
On X, the platform formerly known as Twitter, a user tagged Uber’s support page with the caption, “Say potato if a single one of you is human.” In response, Uber’s support replied:
“We completely understand how frustrating this is. When you reach out to us, you deserve a clear and helpful outcome, and we sincerely regret that we cannot deliver better news. After a thorough review of your details, account, and transaction history, we are unable to process a refund for this order. We truly apologize for the disappointment and inconvenience this resolution causes.”
The user subsequently criticized the ride-share service, claiming
The user subsequently criticized the ride-share service, claiming it was using artificial intelligence for its user-support responses.
Refreshed leadership advice from CEO Stephanie Mehta
An Inc.com Featured Presentation
In recent months, the platform, which has 199 million monthly active users globally, has “embraced” AI usage and adoption within its company and systems. On X, one of the largest social-media channels in the world, Uber’s customer service is handled in collaboration with Sprinklr Service, an enterprise-grade Unified Customer Experience Management platform.
“Sprinklr’s unified platform enables Uber to engage with and serve our global customers, at scale, so that we have a singular brand voice while providing a first-class customer experience whenever support is needed,” said John Marston, global head of social media care, external tools, and systems administration at Uber, in a blog post.
AI adoption
The partnership between the two tech companies began in 2014.
Source: www.inc.com
