When the Computer Says No!

I love technology and the possibilities technology creates for enhancing the future of humanity and the planet. But technology, without doubt, has its limitations. While computers are great at performing complex calculations a heck of a lot faster than a human can with a greater degree of accuracy, they don’t have the capacity for out of the box thinking. Their problems solving capacities are limited, right now, to linear, predictable outcomes driven by well-formed formulas. When the ‘Computer says no,’ it’s good old-fashioned human ingenuity that is needed. 

Today I had a simple problem that I thought could be solved by a quick visit to my bank. I needed a certified copy of a bank and credit card statement with my physical address as proof of residence to allow me to withdraw money from a Bond. It would require a teller to verify my ID, change the address and print out a copy of a statement on a piece of paper with a Nedbank Logo and stamp it. Job Done!

I was in for a long and frustrating afternoon.

I’m a Nedbank Private Banking Customer and have been for over 20 years. I don't often go to a branch, I prefer to do everything online, but this was an occasion where physical interaction was needed. So, I trotted off to Nedbank in Fourways where I was quickly assisted by Teller number 12. He changed my address readily enough but told me that I could not get a copy of my statements with the new address for another month. The computer said no. I'd have to wait until the computer issued the next batch of statements - in December. He could not override the system, nor was he able to produce an acceptable alternative to help solve my problem. Because the computer said no.

Now I understand the banking regulations create bureaucratic nightmares in South Africa. I am sure that there is a valid reason that the protocol must be followed. But in the age where technology is supposed to be enhancing the customer experience, not destroying it – I am at a loss to understand why something so simple, should be so hard.    

Frustrated. I called my private Banker, thinking she may have a greater capacity to solve my problem. She couldn’t. The computer said No. I’d have to wait, she said. It's the way the system works.

My simple problem was fast becoming a complex one. 

Not deterred and determined to give Nedbank a poke in the eye, I went to FNB at Fourways. I’ve been a customer there for 4 years. I have a moderate business account and a regular gold credit card with them. After an admittedly looong wait, I met with teller Sibongile Kunene, explained my dilemma and frustration. She set to work. The computer again… said no. Only this time Sibongile deployed her human skills to actually solve my problem, rather than regurgitating information. I didn’t get the bank or credit card statement I wanted but I got an account confirmation letter, written confirmation of my physical address, transaction history from my accounts which were all duly signed and certified and linked together. Thank you FNB.

Same problem. Different approach. Although the computer said no, Sibongile deployed her human skills: Creativity, Possibility Thinking, Initiative, Entrepreneurialism, and some fast, fancy footwork to co-create a different future for me and my dilemma. 

With the predictions from Oxford University for future job losses due to technology being as high as 47% in the next 12 – 15 years, Employees, and Employers really need to up their game to become problem-solvers for customers, not problem creators. 

Just Saying.