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Half of companies planning to replace customer service with AI are reversing course (www.techspot.com)
submitted 1 year ago by to c/technology@lemmy.world
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[–] 4 points 1 year ago (1 child)

Phone menu trees

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.

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  • [–] 2 points 1 year ago

    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.

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