Thread regarding AT&T layoffs

Unethical behavior

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.

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Post ID: @OP+15KUooL7

8 replies (most recent on top)

Other industries have been using 'price customization' algorithms for years, e.g. airlines, Amazon.

"How Online Shopping Makes S—ers of Us All"
https://www.theatlantic.com/magazine/archive/2017/05/how-online-shopping-makes-s—ers-of-us-all/521448/

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Post ID: @ruu+15KUooL7

they just want the gang at pebble peach as their customers don't need AI to tell you that. fine with me I don't want to deal with att at all.

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Post ID: @nke+15KUooL7

"Well their "AI" is obviously broken if they're using it to keep users and increase a revenue paying customer base. The bottom line would indicate they know nothing about AI. Losing over a million customers a quarter isn't OK."

Depends on the customer. Do you understand the point of using data?

Example: I am a "low value" customer to SiriusXM. At the end of every billing period, I call and threaten to leave if they don't give me a very low price, equivalent to the current come-on rate. I'm sure they will eventually let me leave. I did the same with ADT for a decade, and eventually they let me leave, as I was no longer a profitable customer.

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Post ID: @wsc+15KUooL7

OP, maybe it would help if you provided YOUR definition of:

High Value Customer =

High Quality Customer =

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Post ID: @jvh+15KUooL7

True high value customers were picked off a long time ago

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Post ID: @axj+15KUooL7

Send your value mobile customers to Cricket! We welcome them with open arms!

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Post ID: @dej+15KUooL7

Well their "AI" is obviously broken if they're using it to keep users and increase a revenue paying customer base. The bottom line would indicate they know nothing about AI. Losing over a million customers a quarter isn't OK.

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Post ID: @nsl+15KUooL7

NPS? What about eNPS? By now we would have gone through that exercise. The Lack of Leadership “LOL” team has no guts to get real feedback. What they are putting us through is borderline criminal and just plain cruel. But hey let’s give Anne another award as our “servant” leader.

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Post ID: @oim+15KUooL7

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