Within a couple of years, 50 percent of the organizations that had planned to replace their customer service personnel with AI models are expected to reverse their...
I assume you mean IVR? It’s okay to be not familiar with the term. I wasn’t either until I worked in the industry. And people that are in charge of them are usually the dumbest people ever.
people that are in charge of them are usually the dumbest people ever.
I think that’s actively encouraged by management in some areas: put the dumbest people in charge to make the most irritating frustrating system possible. It’s a feature of the system.
Some of the most irritating systems I have interacted with (government disability benefits administration) actually require “press 1 for X, press 2 for y” and if you have your phone on speaker, the system won’t recognize the touch tones, you have to do them without speakerphone.
I assume you mean IVR? It’s okay to be not familiar with the term. I wasn’t either until I worked in the industry. And people that are in charge of them are usually the dumbest people ever.
I think that’s actively encouraged by management in some areas: put the dumbest people in charge to make the most irritating frustrating system possible. It’s a feature of the system.
Some of the most irritating systems I have interacted with (government disability benefits administration) actually require “press 1 for X, press 2 for y” and if you have your phone on speaker, the system won’t recognize the touch tones, you have to do them without speakerphone.