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   41 shades of blue
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   Why taste matters in support more than ever
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                      Taste the rainbow (they're all blue)
                     </h2>
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                      “The customer is always right, in matters of taste” is the full version of the classic customer service saying. That second half is often left out, which both gives some customers a license to be unreasonable, but also diminishes the importance of taste.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      People like what they like, whether you agree with them or not. Let them enjoy it. But “taste” is not synonymous with “good taste”. Saying someone has good taste doesn’t just mean their preferences line up with your own. It suggests they are capable of filtering their choices down from a large set of possibilities to particular items that fit together well, are of higher quality, and represent a specific perspective.
                     </p>
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                      We all need a trusted friend with good taste to suggest a great show or a new band or to tell us those pants really don’t work for us. Taste doesn’t just apply in fashion and media, it’s useful everywhere. In this moment, when AI makes generating an instantaneous infinity of options as easy as pushing a button
                      <span style="font-size: 13px;">
                       <sup>
                        1
                       </sup>
                      </span>
                      , using taste to curate endless noise into a specific choice is vitally important.
                     </p>
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                      Human judgement—particular, idiosyncratic, often not entirely explicable—is how companies will differentiate themselves from each other. Whatever you think of them,
                      <a data-hs-link-id="0" data-hs-link-id-v2="IAJ4Wlzb" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       Jony Ive’s design taste shaped a generation of Apple products
                      </a>
                      into something instantly recognizable and (mostly) coherent.
                     </p>
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                      Very few people in large companies have the influence Jony had, but small companies are disproportionately driven by the tastes of their leaders and early hires. They tend to start out feeling unique, producing interesting work, but as companies grow large they become more risk-averse, more similar to each other.
                     </p>
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                      Years back, web designer
                      <a data-hs-link-id="0" data-hs-link-id-v2="fh8a5nrI" style="text-decoration:none !important; color:#0d6ea1" target="_blank">
                       Doug Bowman left Google when he became frustrated by their obsession with “hard” data over taste
                      </a>
                      , even in tiny matters. After Google had already made headlines for testing 41 shades of blue, Bowman wrote:
                     </p>
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                       “I had a recent debate over whether a border should be 3, 4 or 5 pixels wide, and was asked to prove my case. I can’t operate in an environment like that.”
                      </p>
                     </blockquote>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      Generative AI is built on statistical probabilities, so it will tend to produce something similar to all the information in its incredibly broad training data set. Human brains are trained too, but on much smaller sets, following individual interests and circumstances.
                     </p>
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                      Your set of influences and inputs is very different from mine and from everyone else's. When every team is using AI tools to answer their customers, how will your support be any better than that of your competitors?
                     </p>
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                      It’s going to take effort. We’ll need people with good taste to decide what to feed the AI, how to prompt it, when to tweak its output, and when to remove it from the conversation entirely. We'll need people to say “this is how our customers should feel when they interact with us”, and to do the work to align the generative AI content with that ideal.
                     </p>
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                      The next support style that will become the new standard, the normal, default, expected type of support, is not going to arrive fully formed. It will start out as someone, or some team, doing something weird, something that doesn’t look good on a graph. We need to give those people the space and power to be different, and the protection they will need when it doesn’t work instantly.
                     </p>
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                      Tasteful support doesn’t have to mean expensive or white-glove. Good taste applies to low cost markets just as much as the high end. Your support should be true to the needs of your customers and the business you are in.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
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                      <sup>
                       1
                      </sup>
                      <em>
                       Ignoring for the moment the vast amounts of energy and water on the other end of that button.
                      </em>
                     </p>
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               ">
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                        <!-- Signature image 1 75px x 75px -->
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                        Mat Patterson
                        <br/>
                        <span style="color: #405261; font-size: 15px; font-style: italic; font-weight: 400;">
                         Help Scout
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- Image is 285px wide - but flexible height
-->
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              <tr>
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                     <div class="hs-row-image-column" style="width: 100%; max-width: 286px; display: inline-block; vertical-align: middle; direction: ltr;">
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                       <a data-hs-link-id="0" data-hs-link-id-v2="VnPCc5Nw" style="color:#304ddb; text-decoration:none !important" target="_blank">
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                        Bridging the AI Perception Gap in Customer Support
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                        From Will Hoekenga
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                         ›
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        ">
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                    <!-- Buttons Module -->
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            <!-- Notes: -->
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Multiple tables are used to control the responsive layout. With custom media queries for
some limited changes in dark mode where it is supported.
See https://css-tricks.com/ideas-behind-responsive-emails/ 
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            <!--1st table is a container table giving the full width background color primarily -->
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                        68 Harrison Ave Ste 605
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                    <!-- Table two has the Social Media Logos -->
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                        <a data-hs-link-id="0" data-hs-link-id-v2="joAnq744" style="color:#304ddb; text-decoration:none !important" target="_blank">
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