Should you trust a chatbot when it sometimes makes mistakes? Javier Silverio has spent eight years in the Help Scout support queue, and now builds the team's internal AI tools.
He read Mat Patterson's Supportive Weekly newsletter on AI and trust, and they get into what it means to hand your data to a company when you can't check what happens to it, why customers have been so quick to forgive a wrong answer from a bot, and how trust tends to get built at the moment something breaks.
Some key moments
(3:27) What DJ requests and feature requests have in common
(6:41) "Should I build it just because I can?"
(7:47) The Monzo co-founder who records every conversation
(12:16) Trust gets built when something goes wrong
(21:21) Some people will wrestle with a bot, some just want the answer
(23:34) A year spent teaching an AI tool to say "I don't know"
LINKS FROM THIS EPISODE
Show notes: https://helpscout.com/blog/javier-expected-complaints/
Javier on LinkedIn: https://www.linkedin.com/in/javsilverio
The Tom Blomfield talk Javier mentions: https://www.youtube.com/watch?v=X_JsIHUfUjc&t=140s
Mat's article on trust, AI, and customer service: https://www.helpscout.com/blog/trust-ai-and-customer-service/
The newsletter Javier reacted to: https://email.helpscout.com/our-new-insentient-overlords
LISTEN TO THE SUPPORTIVE
Spotify: https://open.spotify.com/show/61pw99zFj5MnP5I3L8S26d
Apple Podcasts: https://podcasts.apple.com/us/podcast/the-supportive-podcast/id1743286439
Newsletter: https://www.helpscout.com/newsletter/supportive/
The Supportive is Help Scout's podcast about customer service and the people who do it, hosted by Mat Patterson.
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