但实际部署中发生的事情是：坐席们很快学会了用固定的话术模板和语调模式来「喂」给算法——该在什么时候停顿、该用什么关键词表示同理心、该以什么节奏说「我理解您的感受」。一位呼叫中心员工在美国审计总署（GAO）的调查中说：「推销压力和各种监控方式制造了巨大的压力」。
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Three weeks before the trial, he’d sent me a letter saying, “I expect it will be a trainwreck—that is, disastrous yet in a fascinating way that people can’t look away from.” He wrote, “Recently, I was asked what ‘justice’ means to me. The definition I’ve found most apt is ‘when someone gets what they deserve.’ Of course that depends on who decides what is deserved.” He’d been following the congressional hearings on the January 6th riot at the U.S. Capitol, and recalled seeing a pundit on TV: “Behind him, mounted to a wall, was a baseball bat with the word ‘Justice’ stenciled along its length. I thought that was an excellent metaphor for our criminal justice system.” It wasn’t clear whether he expected a miscarriage of justice or a harsh but deserved punishment—his pronouncements could be enigmatic. He did say that he thought a conviction was inevitable, which was reasonable, given the evidence amassed by prosecutors.