Anyone with a conscience can understand why NPS is low. AT&T's public plan is to get rid of 'value' customers and only focus on 'high quality' customers. AT&T is using data mining and artificial intelligence for the past few years to analyze exactly how high they can raise each customers bills, what minimum discounts are absolutely necessary and how bad product quality and customer service can be before the customer cancels service, or downgrades.
When I questioned my SVP and HR about the ethics of using AI for unethical purposes. They were shocked I thought this was wrong. They honestly believed this was the future of customer service. They just don't understand labelling 50% of your customer base as 'value' customers you don't want is wrong.
Originally posted by @ozj+15Jey2Nt.