Alex Dizengof is the co-founder and CTO of Carbyne, a platform that provides rich-media call handling to emergency responders. Read Alex Dizengof's full executive profile here.
The audio was distressing to hear: The man calling 911 outside of Marfa, Texas, sounded desperate as he asked for help. His proficiency in English was limited, and unfortunately, the call taker only spoke English.
In this context, thinking about service from the caller’s experience is important. Can it be simplified? Can it be calming? Can it be reassuring? Can it still be human? People calling 911 can ill-afford such negative interactions, whether or not their first language is English. As companies pursue efficiency through automation and AI, often lost in the spreadsheets is the purpose behind the business: to serve the needs of the customer. More than an “either-or” situation, though, it’s an “and-plus” situation: Businesses can create efficiencies and, at the same time, improve the interactions that make doing business more human and satisfying.
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