Finally An Answer To Automated Phone Hell

[Mike Temporale]

<div class='os_post_top_link'><a href='http://www.wired.com/news/gizmos/0,1452,62184,00.html?tw=rss.GAD' target='_blank'>http://www.wired.com/news/gizmos/0,1452,62184,00.html?tw=rss.GAD</a><br /><br /></div>"Getting transferred from one automated message to another while stuck in a company's convoluted telephone system is enough to make even the most unflappable individual's blood boil. A solution that may prevent violence against handsets comes in the form of a new software program designed to detect callers' frustration and transfer them to a human operator. The system works by analyzing not only what callers say, but also how they say it. Callers get transferred if they start to spit out expletives or if they simply sound angry. "<br /><br />I know, I know. This is pretty "off topic" but it's really cool. I'm happy to see that companies are starting to remember that the customers experience is an important part of them getting repeat business. Leaving someone to rot in an automated system just tends to get people more upset. However, once people start to figure this out they might just start off the call by cursing and skip the automated process entirely and go directly to a live voice. :lol:

[possmann]

FINALLY!
:lol:
I have to agree with you again on this one Mike - I don't know how many times I've gone into a bluestreak :oops: while figuring out the menu system and then landing up at some pre-recorded message etc...

Good to see companies recognizing that while technology is great it is not always a substitute for a human.

[jdrive]

Well, it's about *&(*$^@)# $*(#$&*@))$ing time!!!

[James Sonne]

That doesn't solve the problem of too many phone calls and not enough operators. It just makes it worse. I can start cussing into the phone and get an operator right away, now? How is that a good thing? What if there are no operators available? And how is that a fair thing? Why am I being rewarded for cussing over the phone? This is ludicrous.