Connect with us

Tech

Inside Tencent’s weirdly secretive customer service center

Published

on

The Download: unlocking Chinese social accounts, and AI voice analysis


One of my stops in China was Shenzhen, the southern city that’s home to many Chinese tech companies, like Tencent, Huawei, and DJI. I had several reasons to go to Shenzhen, but there was one that made me nervous: I wanted to go to Tencent’s mysterious customer service center to get my 15-year-old social media account back.

If you didn’t know, the first software that launched Tencent’s empire was QQ, the go-to instant messaging platform in China during the desktop internet era. From there, Tencent grew into a powerful conglomerate offering blogs, email services, music and video streaming, gaming, and eventually WeChat. For a long time before WeChat’s success, a QQ account was essentially a digital identity—people used it to connect with each other and access all kinds of Tencent services. 

I have personal archives—including diary entries, chat histories, and professional emails—in QQ that span more than a decade. But I haven’t been able to access them since November 2021, when my account was suddenly suspended. In the months before that, I had used it to report on a story about QQ’s censorship of LGBTQ content and to connect with sources for other stories I was working on. But it wasn’t clear whether that activity resulted in the suspension. 

I tried to recover my account, but I hit a wall because it was registered with my childhood mobile number, which had long been deactivated. I basically gave up on it—until I learned about the customer service center in Shenzhen.

Dealing with customer service can always be frustrating: long wait times, boilerplate responses, and unhelpful representatives are the norm. Tencent offers a physical center as a last resort. If you are willing to travel to Shenzhen, you can meet with a representative in person to make your case. 

In January, a 16-year-old Chinese teen went viral after he traveled over 800 miles by himself to the Tencent customer service center. Like me, he’d had his QQ account suspended. After months of communications with Tencent and formal complaints that went nowhere, he finally got his account back thanks to his visit.

I arrived at the customer service center on a humid April day. The center is on the first floor of an office building unrelated to Tencent, yet only a few miles away from the company headquarters. It felt weirdly secretive: there was no sign on the exterior signifying what it was. A security guard stood outside the door and was eager to question all passersby about why they were there. 

When I walked into the reception room, six people were in the line in front of me. We were directed to go through a security detector and store all our bags and drinks. No recording, photography, or loud conversations are allowed in this center, the signs on the wall said. I tried to record audio but was soon noticed by one of the three security guards there. “Sir, you cannot record here,” he said, before watching me delete the recording.

Tech

The Download: child online safety laws, and ClimateTech is coming

Published

on

The Download: child online safety laws, and ClimateTech is coming


August 2022

Matt Kaeberlein is what you might call a dog person. He has grown up with dogs and describes his German shepherd, Dobby, as “really special.” But Dobby is 14 years old—around 98 in dog years.

Kaeberlein is co-director of the Dog Aging Project, an ambitious research effort to track the aging process of tens of thousands of companion dogs across the US. He is one of a handful of scientists on a mission to improve, delay, and possibly reverse that process to help them live longer, healthier lives.

And dogs are just the beginning. One day, this research could help to prolong the lives of humans. Read the full story.

—Jessica Hamzelou

We can still have nice things

A place for comfort, fun and distraction in these weird times. (Got any ideas? Drop me a line or tweet ’em at me.)

+ All hail the unsung women of indie sleaze.
+ It’s officially October!
+ This list of sartorial advice has been entertaining us at MIT Technology Review—how many points do you agree with?
+ Put down the expired milk, it’s got a whole lot more to give. 🥛
+ Some top tips for remembering your dreams more fully: should you want to, that is.



Continue Reading

Tech

Everything you need to know about artificial wombs

Published

on

Everything you need to know about artificial wombs


The technology would likely be used first on infants born at 22 or 23 weeks who don’t have many other options. “You don’t want to put an infant on this device who would otherwise do well with conventional therapy,” Mychaliska says. At 22 weeks gestation, babies are tiny, often weighing less than a pound. And their lungs are still developing. When researchers looked at babies born between 2013 and 2018, survival among those who were resuscitated at 22 weeks was 30%. That number rose to nearly 56% at 23 weeks. And babies born at that stage who do survive have an increased risk of neurodevelopmental problems, cerebral palsy, mobility problems, hearing impairments, and other disabilities. 

Selecting the right participants will be tricky. Some experts argue that gestational age shouldn’t be the only criteria. One complicating factor is that prognosis varies widely from center to center, and it’s improving as hospitals learn how best to treat these preemies. At the University of Iowa Stead Family Children’s Hospital, for example, survival rates are much higher than average: 64% for babies born at 22 weeks. They’ve even managed to keep a handful of infants born at 21 weeks alive. “These babies are not a hopeless case. They very much can survive. They very much can thrive if you are managing them appropriately,” says Brady Thomas, a neonatologist at Stead. “Are you really going to make that much of a bigger impact by adding in this technology, and what risks might exist to those patients as you’re starting to trial it?”

Prognosis also varies widely from baby to baby depending on a variety of factors. “The girls do better than the boys. The bigger ones do better than the smaller ones,” says Mark Mercurio, a neonatologist and pediatric bioethicist at the Yale School of Medicine. So “how bad does the prognosis with current therapy need to be to justify use of an artificial womb?” That’s a question Mercurio would like to see answered.

What are the risks?

One ever-present concern in the tiniest babies is brain bleeds. “That’s due to a number of factors—a combination of their brain immaturity, and in part associated with the treatment that we provide,” Mychaliska says. Babies in an artificial womb would need to be on a blood thinner to prevent clots from forming where the tubes enter the body. “I believe that places a premature infant at very high risk for brain bleeding,” he says.  

And it’s not just about the baby. To be eligible for EXTEND, infants must be delivered via cesarean section, which puts the pregnant person at higher risk for infection and bleeding. Delivery via a C-section can also have an impact on future pregnancies.  

So if it works, could babies be grown entirely outside the womb?

Not anytime soon. Maybe not ever. In a paper published in 2022, Flake and his colleagues called this scenario “a technically and developmentally naive, yet sensationally speculative, pipe dream.” The problem is twofold. First, fetal development is a carefully choreographed process that relies on chemical communication between the pregnant parent’s body and the fetus. Even if researchers understood all the factors that contribute to fetal development—and they don’t—there’s no guarantee they could recreate those conditions. 

The second issue is size. The artificial womb systems being developed require doctors to insert a small tube into the infant’s umbilical cord to deliver oxygenated blood. The smaller the umbilical cord, the more difficult this becomes.

What are the ethical concerns?

In the near term, there are concerns about how to ensure that researchers are obtaining proper informed consent from parents who may be desperate to save their babies. “This is an issue that comes up with lots of last-chance therapies,” says Vardit Ravitsky, a bioethicist and president of the Hastings Center, a bioethics research institute. 

Continue Reading

Tech

The Download: brain bandwidth, and artificial wombs

Published

on

Elon Musk wants more bandwidth between people and machines. Do we need it?


Last week, Elon Musk made the bold assertion that sticking electrodes in people’s heads is going to lead to a huge increase in the rate of data transfer out of, and into, human brains.

The occasion of Musk’s post was the announcement by Neuralink, his brain-computer interface company, that it was officially seeking the first volunteer to receive an implant that contains more than twice the number of electrodes than previous versions to collect more data from more nerve cells.

The entrepreneur mentioned a long-term goal of vastly increasing “bandwidth” between people, or people and machines, by a factor of 1,000 or more. But what does he mean, and is it even possible? Read the full story.

—Antonio Regalado

This story is from The Checkup, MIT Technology Review’s weekly biotech newsletter. Sign up to receive it in your inbox every Thursday.

Everything you need to know about artificial wombs

Earlier this month, US Food and Drug Administration advisors met to discuss how to move research on artificial wombs from animals into humans.

These medical devices are designed to give extremely premature infants a bit more time to develop in a womb-like environment before entering the outside world. They have been tested with hundreds of lambs (and some piglets), but animal models can’t fully predict how the technology will work for humans. 

Continue Reading

Copyright © 2021 Seminole Press.