“A full house of dysfunctionality”: why we all hate automated answering systems
Dug up another great article by Simon Caulkin over on the Observer’s business pages: To lose a customer, please press….
All great, and here’s the meat: Computers are great at routine and hopeless at variety. People, on the other hand, are wonderful at variety and bored and demoralised by routine. So what does IVR [interactive voice recognition] do? With the utmost perversity, it uses both people and computers for what they are worst at. It is therefore not surprising that it irritates the hell out of customers too - a full house of dysfunctionality..
More of his stuff via this Guardian archive search. I know, I know…
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