Lately I’ve had to call several telecommunications companies such as Verizon and SBC/ATT. These companies have decided it would be a good idea to provide their customers with a more personal feel by having us talk to automated attendants using voice prompts as opposed to dialing in menu options. So now I’m made to feel like a fool while verbally repeating back options to a computer such as “support” or “billing” while everyone in earshot can detect pure anger in my tone.
The geniuses that determined this would save money as a way to put a voice on the line without the overhead of actually paying a human should be sent to work in an Indian call center for life. A fitting punishment since that’s the only real voice we stand a chance of getting on the line. Now that “they” have figured out that the only thing cheaper than outsourcing to India is a talking computer we must expect this proliferate. People being replaced by shell scripts is becoming reality.
So here’s what I’m doing to beat the robots: nothing. I hit the mute button on my phone immediately when I hear the first voice prompt and wait. Inevitably the robot will tell me several times “I’m sorry, I did not understand your last response. If you’re calling about tech support, please say support.” Still I remain silent in the face of the tormenting auto attendant. Sooner or later a human is forced to answer the phone. Usually there’s no way for them to send me back to “the voice” even though I know they want to. Muuwaaahaha…. I win. They spend money on a human to provide support. I encourage this tactic for everyone facing the insult of answering to a computer.