This report analyzes the risk for bias in customer service interactions, along the lines of race, gender identity, ability, and other characteristics. We considered each input to a customer interaction and considers where bias can creep in. Brands face heightened expectations for social activism, complicated technology, exhausted agents, and social media virality at any moment. As a result, the stakes have never been higher for bias. Readers of this report will understand how to immediately triage and mitigate this risk.