Source: NYT > Business
The "annoyance economy"—robocalls, opaque fees, and dysfunctional chatbots—is quantifiable infrastructure waste that companies deliberately maintain because the friction is cheaper than solving problems at scale. This is rational business strategy: companies externalize costs onto consumers' time and attention, betting that compliance and resignation prove more profitable than service. The $165 billion in annual friction represents a deliberate architectural choice by dominant firms to optimize for extraction rather than experience.