00:00Okay, drawing you back into today's world, you listed AI as both a pro and a con in your world.
00:09From where you sit, running a call center built on human connection,
00:14what do founders need to understand about AI that they are probably getting wrong?
00:21Self-checkout at the grocery store, the kiosk at the airport, or even the ATM machine to get your cash.
00:30Because, Juliet, imagine if you and I had to wait in line to get it at the bank all the
00:33time.
00:33That would be a pain.
00:34And so I can't force people to be inconvenient.
00:40And I also believe that when you have a level one support where you're just confirming information,
00:47where it's not too complicated, where you have to put in too many letters or speak too long where I
00:52can't catch it,
00:53but it's an excellent way to gather and to organize for a second and third level individual.
00:59And so it will be reducing certain areas of my industry, but also kind of like a concierge or a
01:07first-class service,
01:08that will only be expanded for older individuals or those that didn't get a resolution,
01:15which is someone that wants to talk to somebody.
01:17But they haven't mastered it yet.
01:21Juliet, I still receive calls, robocalls, and it might sound like Judy offering something, but the timing is off.
01:31There's something called the uncanny valley.
01:34As much as mannequins might look like humans, there's still something a little different in the store.
01:39And the same thing with the voice.
01:41It might sound just like me or you, but it's that human timing.
01:45They still haven't mastered it yet.
01:46And the one thing they're really not going to master, Juliet, I mentioned it before, it's empathy.
01:53AI, a thousand years from now, could be the greatest thing in the world, but it will never replace human
01:58compassion between two people.
02:01There could be a thousand people at an event, and I see you across the room, and I wave my
02:06hand, and you wave back at me.
02:08You can't hear me.
02:09I can't hear you.
02:10But we connected.
02:11There was the smile.
02:12There was the what's up and everything like that.
02:14It spoke volumes.
02:17And so AI will never be able to do that between two humans.
02:22And so am I okay with it?
02:25It depends on what you want to do.
02:26I don't want to swim against the current.
02:29There was a movie called Zorba the Greek with Anthony Quinn.
02:32I'm willing to put my arms out on the beach, dance back and forth while the ship goes down.
02:35I mean, it's just how it goes.
02:36But I'm not done yet.
02:38That's why I always believe there are some individuals that do want that interpersonal high-class experience.
02:46And do you think AI has taken over the call center and telemarketing job?
02:51Or do you think there is still that opportunity or gap in the market?
02:57It's large enough to notice it.
03:00So it's not like a very special thing like when you go to the restaurant and they have the robot
03:04come out and bring you the food.
03:06I mean, that's a novelty.
03:08Not now.
03:10It's almost there.
03:11It's almost there.
03:14And as I say before, AI with their gathering and with the repetition, they'll get it.
03:21And some people might be willing to take a bland robotic answer if it's the correct answer compared to someone
03:28giving you flowers and not the real answer.
03:31And so it really all depends on your sense of urgency, the question that you're asking, how it's being responded
03:38to you.
03:38That's all fine.
03:39I don't mind.
03:41But don't think, and I'm going to say it for the third time, that if somebody's calling for insurance, a
03:50law firm, a doctor's office, a psychiatrist's office,
03:54areas where there might be a heightened sense of emotion or instability, where your best friend might need to be
04:04that shoulder for you.
04:05It would be highly insulting to have a robot comfort me if I'm crying because I need to call the
04:11funeral parlor or I got in a car accident.
04:14I'm on the phone with my insurance company nervous because someone got hurt.
04:19That's the only thing that I get, I guess, passionate about because I think it wouldn't be very respectful to
04:26somebody that would try to incorporate soothing vocabulary or something
04:31when it really would be, in my mind, just another additional question to get you off the phone.
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