This episode started as a tweet:
Technology bifurcates problems. 99% of problems go away, but the 1% that are left are awful. Case in point customer service: 99% of the time you don't even need customer service from Amazon, etc. but the 1% of the time you do you're suddenly in a story by Kafka.
Which I followed up with:
Additional thoughts/example: Self driving cars. Tech can take care of easiest 99%. Tosses most difficult 1% back to driver. Driver has no context, just suddenly in deep end, therefore much worse at hardest 1% than if they had just dealt with the full 100% from start.
What causes this phenomenon and how worried should we be?