There is a
move afoot by businesses in our country to eliminate any and all person-to-person
interaction. Somewhere between “press one for . . .” menus on touchtone landline
phones, “apps” on mobile phones, and “AI” rearing its head in everything
digital, it has progressively progressed (or degenerated) to the point that it
just might be possible to spend entire days and weeks, perhaps a lifetime if
you are young enough, without ever having to rely on another human being to get
something done, at least not directly.
Where have
all the people gone?
At the
grocery store, you can wander the aisles then scan and sack your purchases
without human intervention. Or you can do it without leaving home, using an app
to shop online. Then you can arrange with a delivery service—again through an
app—to leave what you bought on your porch. Rather than knock on the door,
they’ll take a picture of your purchase sitting there and send the photo to you
in a text message to let you know it has arrived.
Speaking
of text messages, when was the last time you actually called a friend and spoke
to them? Or even left a recording of your voice on a messaging system that
allows them to never speak directly to another person?
What if
you’re one of the rare breed who wants to talk to people on the phone? Dial up
a business and you’ll more than likely have to wend your way through a lengthy
session of button pressing to conduct your business. A living, breathing, human
being is only available as a last resort after pressing another button and
waiting and waiting and waiting for your call—which is important to them—to be
answered by a person. Even then, that person is unlikely to actually converse
with you. Instead, they will read canned responses from their computer screen
which may or may not (usually not) answer your question or solve your problem.
Looking
for help online—already a step removed from human interaction—used to result in
a slow-going, tedious exchange of typed messages with someone on the other end.
But those people seem to have been replaced by AI. But artificial
“intelligence” offers no discernable improvement in intelligence. Often there
is no direct response to your question at all, just a choice of answers only tangentially
related to your query, if at all. And then they want you to answer a little
quiz about how satisfied you were with their performance.
Getting
your order taken at the counter in a fast-food restaurant appears to have
joined the list of threatened and endangered species. The invasion of “kiosks” is
making contact with a person unnecessary and, it seems, unwanted. If you prefer
the drive-through window, you are encouraged to order through the “app” and
avoid even speaking to a person through the speaker. At an increasing number of
sit-down restaurants you can find little gadgets on the table that let you
place your order without dealing with a person, and maybe play a few games
while you wait for your food. Your dining experience requires only the briefest
of contact with a human person as he or she flits past to put your food on the
table. Then you can pay the check on the gadget, and be invited to take a survey
about how satisfied you are with their customer service. Or, of course, you can
stay at home and get it all done and delivered through those “app” things.
Health
care has also become a pain for those who wish to engage with humans. Online
“portals” require you to ask your questions, set appointments, get referrals, request
prescriptions, see test results, and just about everything else, all without
human contact.
And that’s
not all: You can buy anything your heart desires from online retailers, from roller
skates to automobiles, all without human contact. Banks are in on it. Money
lenders. Car dealers. Gas stations. Movie theaters. Pharmacies. And on and on and on.
Finally,
and perhaps most damning of all, even those annoying telemarketers in their
call centers are giving way to recorded messages and make-believe conversations
with artificial people who offer you things you don’t want or need.
The world
is changing. Or maybe it has already changed.
Where have
all the people gone?