I am still annoyed that customer service is so bad.
I feel that computers can handle billions and petabytes of
And people's underlying activities or processes is not that
much different. The intellectual effort of deciding how to
process information can be done once and aggregated
with other people who have the same needs.
In other words, we can aggregate work together and have
one person do the work that satisfies multiple people's
cases at the same time.
Generally speaking, you need to change your address with
every company when you move. Some companies have self
service portals or account login when you can change your
Think of an average user using a GUI generates lots of
events that can be summarised as a general activity with
parameters, so like macro recording in Notepad++ and vim,
we can automate people's jobs to aggregate and combine
work items over many people.
World wide administration could be aggregated and
combined into one task that is parameterized. So rather
than working against one item or one case it works against
billions of cases.
It can all be done automatically too!
A frequently asked question or tutorial is a perfect example
of what could be represented with pattern matching.
If anyone has used selenium, you know how brittle it is. If
GUIs and command lines generated events for what the
general meaning behind what they're doing, you could use
complex event processing to capture intention of the user
and change the event stream to be applicable to different
For example, if I query something on the intranet or ERP
system using information from an email, or phonecall that
information of the query should be available to the event
stream for aggregation. And that information can be
changed to match someone else's request. You could
integrate copy paste source destination tracking in
My computer should know the information came from my
office phone that a customer said and that I am
transcribing it based on timestamps.
This is a big data problem.
Most systems are separate and require data to go to them
and from then. An average corporation has many different
separate digital systems. But all systems have a GUI or
command line and you know if this window is used and
what widget is being clicked.
The problem with this idea is how to do the pattern
matching of people that are yet to represent their intent.
So how do you raise a record of people that want to change
their address. Or do some research for a product?
Many websites have chat bots. These could be used to
register intent to do something. I could be a customer and I
say "I want to change my address from <previous address>
to <new address>"
The steps that a person in the corporation could record the
steps and events to change a customer's address on all the
different systems it needs to be changed and then replay
that steps with a different customer details.