iOS support agent for support agents

The last 6 months have made me painfully aware of time’s scarcity. When you fully realize that time is your most valuable asset, it significantly shifts how you interact with the world. I know this perspective is shaped by a large amount of privilege (as many people are grinding it out to make ends meet), but I’ve noticed my tolerance for “wasted time” has decreased significantly since April.

Nothing makes this issue clearer than being on the phone with customer support. A few weeks ago I was on a call for over 45 minutes, only to have a 30-second conversation where someone sent me a link. Talk about frustrating.

To that end… what if there was a way to have someone wait on your behalf? Better yet, what if they could share your perspective and negotiate for you? Sure, this is functionally what an assistant does, but I like to imagine a more unhinged solution where you can pit another support agent against a support agent you’re on the phone with.

If you play this tape forward, it could devolve into an infinite loop where that agent refers to another agent, and so on. I don’t see why Apple would ever implement this, as it’s just a proxy for an assistant. However, if this was a native feature people would 100% use it.

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