@pluralistic 'Of course, tying individual executives' bonuses to making a number go up has a predictably perverse outcome. As Goodhart's law has it, "Any metric becomes a target, and then ceases to be a useful metric.'We're living this in the Salesforce ecosystem right now. They recently replaced all their well-functioning support forms with agents powered by their bet-the-company AI bots. And the outcome is predictable: it's twice as hard for partners and customers to get the specific help they need, and which they knew how to easily get from the support forms. Many of these forms kicked off automated processes that are essential to partner business. Now you have to argue with a bot that gets things wrong, requires more effort to interact with, and acts as a case deflection tool. All because someone had a number-go-up metric to meet.
