Dev.to: We had AI pitching our customers' aunts. Here's the three-axis classification fix.
A software company's AI mistakenly sent sales pitches to users' family members, including a customer's aunt, due to flawed contact classification. They fixed the issue by replacing a single-segment system with a three-axis model separating relationship, approach, and goal. This reduced customer complaints from 7% to under 1% and improved message relevance.
- ▪The AI initially classified contacts using a single 'segment' field, leading to inappropriate sales messages being sent to family members.
- ▪The new system uses three independent axes: relationship (user-defined), approach (AI-inferred pitch angle), and goal (user-set engagement level).
- ▪A hard rule prevents pitching to contacts marked as family or close friends, regardless of inferred business relevance.
- ▪Customer complaints about inappropriate drafts dropped from ~7% to under 1% after the fix.
- ▪Operators now frequently adjust the 'goal' setting to maintain personal relationships without pitching.
Opening excerpt (first ~120 words) tap to expand
try { if(localStorage) { let currentUser = localStorage.getItem('current_user'); if (currentUser) { currentUser = JSON.parse(currentUser); if (currentUser.id === 3934236) { document.getElementById('article-show-container').classList.add('current-user-is-article-author'); } } } } catch (e) { console.error(e); } Aaron Posted on May 17 Dev.to: We had AI pitching our customers' aunts. Here's the three-axis classification fix. #softwaredevelopment #saas #ai #llm The bug report A customer wrote in: Why is the tool drafting a SaaS sales pitch to my aunt? I didn't know whether to laugh or hide. We'd just shipped warm-market draft-generation in our Chrome extension — a tool that scrapes a user's Facebook + LinkedIn connections and drafts personalized outreach messages they can edit and send.
…
Excerpt limited to ~120 words for fair-use compliance. The full article is at DEV.to (Top).
Discussion
0 commentsMore from DEV.to (Top)
