RE: Friday humor - "I (don't) wanna talk to a real person."

["Brian Henderson" <brian-henderson -at- cox -dot- net>]

With my cable company I have the opposite problem. It used to be that if one needed to "re-boot" their cable box, you could call and
use the (easy) automated system. Over the years I've had occasion to use it enough times to know that it sometimes takes a couple of
tries to get the box fixed. Well, wouldn't you know, they went and changed their system so that if you call more than once for the
same thing (same button pushing route) you get  a live person wondering why you're having trouble getting satisfaction. In this
case, a live person is way more trouble than the auto system. They didn't yet have procedures set up to deal with this particular
situation. They had to do a bit of research on their end to figure out who had the knowledge to do a manual re-boot...a very rare
occurrence before the system-change. Oh well, I guess someone has to do the beta-testing.

-BH

-----Original Message----- From: Downing, David

As I understand it, a little humor on Fridays is okay, so I want to tell you what I think would make for the ideal audio response
system. I decided this after being bounced here, there, and everywhere else this morning by Verizon's audio response system. I think
the idea system would begin by saying, "To bypass this whole system and talk to a real person, press zero or say 'Real person.'"

Actually, believe it or not, my brother-in-law will do that. I've heard him on the phone with one of those systems, saying "Real
person" over and over.

(It seems that the fastest way to get a real person is to deliberately keeping messing up your responses.)

David Downing
Senior Technical Writer
Credit Union Solutions
Fiserv
 

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