Will big data open a Pandora’s Box of injustice?

Will big data open a Pandora’s Box of injustice?

Will big data open a Pandora’s Box of injustice?

Databases. They are not just confined to big business.

Remember that rogue traffic warden, who gave you a parking ticket thirty seconds before your time was up? Remember that customer service agent, who was rude and unhelpful to you over the phone? Remember that colleague who stole your idea and presented it as their own? Life is unfair, and there are lots of people, who take full advantage because they know that they can get away with it.

Well, maybe not for much longer. Their every move, word, and action is increasingly being tracked and recorded in one of the biggest shakeups the “service” industry has ever seen. Big Data is riding to the rescue of beleaguered customers and colleagues the world over.

Every movement of a traffic warden could be tracked on GPS, and every past decision will be immediately accessible. If certain patterns emerge that they are always at a certain place at a certain time of day, their predatory instincts will be confirmed. It will easily be possible to drill down by nature of the complaint, and justice may well be served. I’m sure that I have had a few dodgy parking tickets in my time… Imagine if traffic wardens knew that their every move and decision was open to analysis – parking would be far more pleasurable.

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In the customer service sphere, voice recognition technology is already being introduced to track the quality of calls, but imagine if every word and phrase could be collated and set against the satisfaction metrics of an agent? Good service equates to certain words, bad service equates to other ones.

 



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