This Call May Be Recorded is an investigative podcast by Emmy and Peabody Award-winning journalist Habiba Nosheen and Theo Balcomb, also a Peabody Award-winning journalist, and the creator of The Daily from The New York Times. The podcast will go inside the world of people’s most haunting customer service problems and will untangle one thorny quandary at a time with the goal to help listeners navigate the often maddening and rapidly evolving use of AI by companies instead of human beings to deal with customers. The team will craft an easy-breezy romp through that moment of collective angst as they come up against chatbots, a fun-filled journey that helps the little people win in little ways, especially when they’re going up against AI, and offer just a bit of catharsis for anyone whose nightmares have been haunted by hold music. The project aims to make today’s often inhospitable world of customer service just a little safer to navigate. The goal is to be the voice of the people who feel unheard and along the way win some well-deserved victories for those who don’t have the time, money, or power to advocate for themselves in our increasingly automated world.
This Call May Be Recorded2024-2025
