Need to Make a Decision? Ask the Machine

It doesn’t really need saying, but Conor Sprouls is a human being. His job is to talk to other humans, as a call center representative in MetLife’s disability insurance department. And as he began his workday one recent morning, he received exactly the kind of call he’s been trained to handle: It was from a human with an anxiety disorder, who needed help understanding their coverage.

But something else—something human—was listening in, too, and it had suggestions for how Sprouls could be a better human. it told him once (though not in those exact words), through a pop-up on his screen. it said a few