YOUR AI CHATBOT JUST MADE MY CHEESEBURGER ORDER WORSE

Summary from the TLDR Marketing newsletter

Context switching is becoming one of the biggest drivers of bad AI-driven customer experience. An airport restaurant's QR ordering system asked a customer to switch WiFi networks, create an account, and check topping boxes before a frustrated server stepped in and took the order in under a minute. People still prefer human support to AI overall, though that gap narrows in lower-risk categories like retail and travel where AI already outperforms. The fix isn't more automation, it's building AI that's judged by the same speed and ease standard as the human it replaces.