🚀 Mission View: A sharper perspective on this week's top issues that matter at the intersection of health and AI.
Last week over dinner, a friend told me about his barber. The shop, a small operation, had installed an AI customer service bot. My friend wanted to do something simple: call to let the front desk know he was running a few minutes late. Instead, the bot took him around and around, an endless loop with no exit and no human at the end of it. He wasn’t the only customer it had frustrated.
Then he told me about the other side of the same coin. When a recent flight was delayed, a national airline’s chatbot rebooked him on a new one within minutes — all while he was still sitting on hold with that same airline’s phone line, waiting for a person who never came.
Same category of technology. Two businesses. Opposite outcomes. The bot at the barber shop was built to keep people out. The bot at the airline was built to get someone what they actually needed. That difference is the whole story.
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