For twenty-five years I have watched the same scene on every contact center floor I have worked. A rep takes the hard call. She absorbs the frustration, steadies her voice, finds the policy, and earns back a customer the company nearly lost. Then the line clears, and her reward begins. The notes.

Last October, my daughter was laid off, and the company named AI as the reason. I wrote about her last week, about the months of applications that went nowhere and the federal case that finally said her suspicions deserved to be heard.

So believe me when I tell you I have thought hard about what