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Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch (techcrunch.com)

submitted 8 months ago by [email protected] to c/[email protected]

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Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch::Google is testing a feature that places a call to a business , waits on hold and then give you a call once a representative is available.

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[–] [email protected] 8 points 8 months ago* (last edited 8 months ago) (1 children)

And if successful then companies will hire even less people to take your calls because their KPIs will show that people are willing to wait even longer for a resolution.

This is a bandaid that has the potential to make things worse.

[–] [email protected] 2 points 8 months ago* (last edited 8 months ago) (2 children)

Moral hazard I think the term you are looking for here. Might be wrong could also be preverse incentive.

[–] [email protected] 2 points 8 months ago

Negative Externalities also applies

[–] [email protected] 2 points 8 months ago

It definitely has a moral hazard aspect. Thank you.