Today is a great day. The sun is shining, and my job is amazing. Hannah sighed. This wasn’t working. At least she had dinner with Grace to look forward to tonight.
She looked up at her team’s mission statement, proudly emblazoned beside a cartoon panda. The PandaWeb Customer Happiness Team aspires to make our customers’ lives easier. Someone should’ve been fired for coming up with the name, ‘Customer Happiness Team.’
“That’s stupid,” the caller spat. “Why can’t you just give me their phone numbers?”
Hannah sighed—in her mind, at least. She was careful not to let her frustration show through her voice. Most of her customers were angry and rude if they didn’t get what they wanted, and this guy was no different. She put on her best, well-practiced, pleasant support voice.
“PandaWeb does indeed share others’ personal information if they consent to it. Unfortunately, these individuals didn’t consent, so we can’t share their details. Perhaps you could expand your search to a wider target audience?
“Perhaps you could just do your jobs and be useful for once!” he shot back, before hanging up on her. Mercifully. She understood his frustration, but she simply couldn’t help him.
PandaWeb’s AI could compose music, hold conversations, and even create your sales strategy. It could tell you—generally—who your likely customer group would be, even though the system knew exactly who they were. But PandaWeb would never give away personal information. Sure, it was unethical, but bad press was worse. Not to mention the lawsuits.
This was vastly different from where Hannah thought she’d be in her career. She’d graduated with her psych degree two years ago but struggled to find the clinical work that she enjoyed, so she took this customer service job, just to pay the bills. Grace, her oldest friend in the world, teased her about it mercilessly. But Hannah stayed, even though some days it felt like she spent her whole life on the phone with angry people. It was a petri dish of human dysfunction, but it was right there for her to examine, a real-life experiment. Well, that was the story she told herself.
And on top of it all, Grace and Noah just got engaged. Hannah was thrilled at the news. She almost believed that one, too.
The next customer immediately appeared on her queue. A new user, with the ID ‘nobodyhome’. Well, at least he had a sense of humor. His account showed his name as Ryan—it was always important to use the customer’s name, after all. She connected the call and put on her best, happy-customer-service voice.
“Hello Ryan, and thank you for calling PandaWeb! My name is Hannah. How can I make your day great?” she asked.
The person on the other end laughed. “Wow, that’s quite the greeting! Congratulations, you’ve already made my day. Do they give you lots of free coffee or something?”
Hannah smiled—it was nice to finally talk to someone who wasn’t angry. “Oh, I’m just a naturally awesome person,” she retorted. If the Quality Team reviewed the recording of this, she’d get her wrist slapped for going off script. But her customer happiness stats were pretty good, despite the grumpy callers, so she wasn’t too worried. “So, how can I help you today?”
“I’ve kind of locked myself out of my account, and I need help getting back in.”
“Just ‘kind of’, huh? Sure, I can help you with that one.” This was an easy fix. After her last few calls, Hannah could use an easy one. “Did you try resetting your password online?”
“Yeah, so, uh… no. I couldn’t. I entered the wrong password too many times and it took away the option.”
“Really? How many times did you enter the wrong password?”
“Um… twelve…”
Hannah stifled a laugh. It was hard. Really hard. “And then it finally locked you out, huh? Can’t imagine why. You didn’t want to hit the ‘forgot password’ button before it locked you out entirely?” Quality would roast her for saying that. But come on, she had to. Some people just deserved it.
“I was sure I remembered it! I was so close…” Hannah could hear the grin in his voice. He was enjoying this, too. “Aren’t you supposed to be nice to me or something?”
“Okay,” Hannah put on her sweetest, most reassuring tone, “I’ll be nice. I can help you reset your password. Can you confirm your full name for me, please?”
“My name is Ryan Cooper.”
“Thanks, Ryan, it’s nice to meet you!”
“It’s nice to meet you too, Hannah, even though you’re being very mean to me,” Ryan teased her back. He remembered her name. Hannah was impressed. Callers don’t often bother to do that.
“And can you confirm your address for me, Ryan?”
“Are you sure you aren’t going to start stalking me?” came the response.
“Only if you’re cute…” Okay, Hannah mentally slapped herself for that one. She truly should not have said that. Quality was going to discipline her for sure. But it was surprisingly easy to get caught up bantering with this guy. She took a breath. Get back on script, she told herself.
“You’re in luck then!” Ryan replied. “I’m totally cute. And I’m not at all biased about it.” He gave her the address.
Hannah looked at Ryan’s account info. The address checked out. He was in Portland, just like her. And yes, his profile picture was there, and he was actually pretty good-looking. She was intrigued. He was unusually friendly, easy to chat with, and in the same city. It was a promising coincidence, but in the back of her mind, something also seemed a little off. She wasn’t a suspicious person, but this was awfully convenient.
He could be a contractor, hired to find holes in the company’s security. Hannah knew enough about human behavior to know that tricking people was always the easiest way to break into a company. And PandaWeb had some serious cutting-edge tech, which came with competitors very eager to get their hands on it. This guy was a super smooth talker. He could easily be some kind of social engineering security consultant.
But then, for all she knew, ‘Ryan’ could even be one of the company’s AI bots, software pretending to be human and probing for weaknesses in employees’ security training. He sounded real, but PandaWeb’s AI bots were sophisticated. Really sophisticated.
“We’re still connected, right?” Ryan’s voice came floating back into Hannah’s consciousness. “I didn’t scare you off, did I?”
Hannah laughed. Well, fine, even if he was a bot, at least she was going to enjoy the chat. And as long as she stuck to the script—mostly—then he wouldn’t be able to use her to get past the company’s security.
“I’m still here! Just confirming your address. And can you confirm your phone number for me, please?”
Ryan laughed again. He laughed easily, she noticed. “You want my number? Okay, now I definitely know you’re hitting on me.” But he still gave her the info, which matched his account.
Hannah sighed in mock exasperation. “You wish you were so lucky. I’ll text the number with a link to reset your password. Okay?”
“Sure, that works. But this isn’t fair. Aren’t you going to give me your phone number, too?”
“Sorry. Doesn’t work that way,” Hannah countered with a smile. “At least, not yet. Did you get the text?”
“Fair enough. But don’t think I’m giving up that easily.”
“Oh, you’re clearly persistent. I’m sure you’ll never give up. You did try to enter your password fifteen times…”
“Ouch! And it was only twelve.”
“Right. That’s much better. So, did you get the text?”
“Yup, just going through the link to reset my password… And we’re in! I’m going to write it down this time, so I don’t forget it.”
“Smart. Is there anything else I can help you with today?” Hannah didn’t want to end the conversation, but she did have a job to do and lots of angry customers waiting for her to brighten their day.
“Nope, you’ve been wonderful. But I’m sure I’ll think of something tomorrow that’ll absolutely require your help.”
Hannah smiled. Again. “I’m sure you will.”
