> I'm probably in the minority, but I do not want a "connection" with a business. I want transactional interactions that actually work.

Every time a business tries to make a "connection" its really just an avenue to exploit or manipulate me. I've never had them making a connection for my benefit (i.e. take a hit to their bottom line).

I'm not asking for altruism but I am asking for them to drop the pretense and quit bullshitting me.

An "accountability sink" [0] where a major feature of the system or machien is to try to disclaim any responsibility and cast blame into the void.

[0] https://en.wikipedia.org/wiki/The_Unaccountability_Machine

Definitely! One exemple is Grab, in all Southeast Asia: what people like is that the app is fluid, and will get you from A to B.

There is no marketing like Uber did sometimes of like: "personal service, free water bottle", and it's still killing it.

Of course, I personally always enjoy a chat with the driver, but many people I know prefer actually not talking.

I dunno, I talk to the Doordash bot, it gives me a refund for the failed delivery because it didn't score me as doing fraud, I don't care there was no human involved. It's certainly an upgrade over the menu-driven approach that has no room for deviation.

> I want transactional interactions that actually work.

One of the great lies of the modern world is that this actually happens.

>> I'm probably in the minority, but I do not want a "connection" with a business. I want transactional interactions that actually work.

I do want a connection. Because connection is what ensures that the transactional interactions continue to work outside of the "happy path". Connection is what ensures that you can return those expensive headphones you bought because extended use makes your neck hurt, even though the return window has passed.

I want a connection to quality products that last until they wear out (or are obsolete). Customer service is part of quality.