Big Questions with Cal Fussman — 'Can't Automate What She Did Next' — the Devoted Health story from Incorruptible

Cal Fussman — the interviewer who has spent his career drawing out big-name figures for Esquire — hosts Eric on Big Questions to walk through the Devoted Health customer-service rep story from Incorruptible: a patient kept returning to the ER, the rep asked why instead of just processing the claim, discovered mold in the patient's home, and got the company to help the patient move. Fussman frames it as proof of what happens when a business defines its product as love.

“Eric Ries tells this story in his latest book, Incorruptible, as proof of something AI can't replicate: the instinct to ask the right question and respond to the answer as if the patient were a family member.” — Big Questions episode description