# NON-HUMAN SMARTZ SOLVES POVERTY !? What is worse? A robotized human being, or a humanized bot? I go for humanized bots any time of the day. Besides mosquitos, there is nothing worse in life than dealing with decent, polite support desk people who keep telling me how important I am while not helping me at all. Nothing personal but they are paid not to think and just to memorize rules that solve only 91.66% of the cases. O, poor you if you belong to the 8.34%. Mediocre customer service lays bare the real focus of most companies: NOT the customer! Pay and don’t bother us. Will AI-powered support desks do a better job somewhere in the future? Although no *humanized bot* has ever solved anything for me, IkoCiti puts its money down on those elusive future AI promises. Or is the future perhaps already now? I don't doubt that those *Algo Robots* will be capable of solving standard, routine issues. But can they lift up IkoCiti to the professional level solving *non-routine issues* without too much human intervention? The difference between a mediocre organization and a top-notch professional one is simple. A mediocre organization solves routine issues quickly but fails to address properly non-routine issues. A professional (user-centric) organization solves these non-routine issues by empowering its people to go for real solutions, accepting the occasional *fuck-ups*. They want their people to think inside and outside the so-called box. They understand that solving issues quickly is cheaper in the long run and much more motivating. Mediocre organizations – on the other hand - want people to memorize fixed, rule-based solutions. They turn people into *robotized humans*, ready to be replaced by *humanized robots*. Why is this crucially important for IkoCiti? IkoCiti has to be user-centric because its life depends on it. **Our users are our partners** who produce the (Peoples’) Impact that shapes our brand. Without them producing solid-quality outcomes, we will be quickly buried among the *Forgotten*. Supporting our users is our core business. It is that simple. **How do we structure our support?** Standard issues are solved quickly by the *first-line* support desk. If not, they need to escalate the case quickly to the second line of support populated by people with more experience and more leeway. And if need be, sticky problem #235 will go to the third line. Whatever it takes- even if the CEO has to get involved. Sticky problems are like cancer cells – you need to kill them off as quickly as possible. Solving problems makes the organization smarter. Life is simple. You get better by making the weakest links stronger. Customers/users don’t call for support to make friends. Users don’t need a submissive, non-thinking *entity* telling them how sorry they are. Fake empathy insults people’s intelligence. There are only two things to do. Solve *the shit* as quickly as possible and use the issue to identify how things can be better in the future. User support is the main driver for improving things. Period. CHAOS OF THE CITI Solving issues is the heart of our success but to be able to scale with low marginal costs, we need to make the transition from *human beings* to *humanized bots*. Because IkoCiti is a *one-stop shop* to eradicate urban GenPoverty, our *Citis* (platforms) offer a broad-range of products & services. The more you offer, the more things can go wrong. IkoCiti has 10 Boroughs, 70 districts, and 280 sectors. Each sector has between 2 – 8 buildings with each building representing a specific activity on the platform, or barrio.  In other words, IkoCiti organizes between 1,500 – 3,000 activities - *the chaos of the big Citi*. And that means a whole lotta *Fans* and a whole lotta *flying shit*. So how do organize this beehive of activities, interactions, and people?** Our thoughts are clear. A decentralized organization is the best way to run the platform. Decentralization will prevent things go wrong but we believe that it will motivate people to rush out with the urgency of a fireman running into the fire. A second layer is that this decentralized structure needs to be fully transparent (99.3%). It needs to accept the risks of empowered people making the wrong choices. The rules need to be super-clear and they need to protect people by giving them the benefit of the doubt when judging cases that were not solved correctly. Our people need to feel free and safe to take the initiative. NON-HUMAN SMARTZ Empowering people to solve things requires people with a curious desire to get smarter. They need to understand the workings of IkoCiti at increasingly deeper levels. Still, we are not going far if we can’t scale up the *Citis* at zero marginal costs. Serving more poor barrios globally at acceptable costs (financed by the buyers) depends 100% on our *Smartz* to incorporate AI-powered Smartz. The objective is that AI replaces humans while solving more and more problems without human intervention allowing us to scale the toolkit (IkoCiti) to the world without adding unsustainable extra costs. The irony is that to substantially increase the number of empowered people in the barrios, we need to reduce the *human factor ratio* at the platform level.  In other words, non-human platform Smartz increases the Human Smartz in the barrios. Of course, provided that our non-human platform Smartz is smart enough.  Truth be told, I believe it is possible now, or shortly. Eradicating urban GenPoverty requires IkoCiti to develop *non-human Smartz* that can run most of the Citi without much human interventions. Without it we might be successful in running a few Citis but we fail our core mission – scale as much as the Buying Power allows us. We have no ambition to run a few Citis. We have no ambition to soften the sharp edges of the problem. We want to be World Champions; not the champion of Luxembourg. The difference is that non-human AI Smartz allows IkoCiti to scale without limits. IkoCiti’s non-human Smartz has the key to producing better solutions that change more barrios into safer, more encouraging places for more kids (aka the Next-gen). I don’t know about you but I kinda like that idea. THE END