The Blessed Typo

I had occasion this week to query an order from Amazon. I was sent a notice of dispatch for something I had not ordered. I did the usual checks to make sure the account had not been compromised, and set about querying the order and organising a return.

And so it began.

A few years ago, there was some interesting research into the notion of the uncanny valley. The dissonance that occurs as you become unsure whether you're conversing with an algorithm, or a person.

The system is efficient - you know the routine. Then you get to the part where you have a non standard problem, and a chat box opens. The responses were efficient, but mechanical and I found myself wondering what I was conversing with. It's a strange feeling, wanting the reassurance of being paid attention to rather than being efficiently processed.

And then - A TYPO!! - and a quick correction.

Algorithms don't do typos. Algorithms don't do vulnerable.

The whole tenor of the exchange altered. I was dealing with a human somewhere. I…