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A comment on Tell HN: There needs to be a “right to speak with a human”. Parent comment

Re:Tell HN: There needs to be a “right to speak with a human” by DJHenk on Friday March 25, 2022 @03:03AM (#30799384)
> You seem to be implicitly assuming that the human on the phone has more power than the one behind a ticket system, but there's no reason to believe that.

It is not necessarily about power, it is about judgement. However clever or 'smart' the systems we design, there is still a vast gap between what automation can understand and what a human can understand. There are countless examples of a system only doing what it was told to do, where any human with an IQ higher than 80 would immediately recognize that the system is being incredibly dumb and wrong in this particular case.

There needs to be some last resort for the victims of those errors when there are real consequences to these mistakes.

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Re:Tell HN: There needs to be a “right to speak with a human” by joshuamorton on Friday March 25, 2022 @04:00PM (#30806475)
Of course it's about power. If the answer is "we can't recover your account by security policy", speaking to someone who believes you isn't going to help you (and in many cases, this is a good thing, as tricking account recover techs is something scammers are good at).
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