Could this be a common feature of automated phone systems?

genna

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This is a new experience for me. Might be helpful to others.

I had to call Paypal to figure out why they were denying a transaction. Not surprisingly, they are not big on actually talking to you. You get a robot. The robot could not actually help me but all my attempts to convince the robot that I need a person were failing and moving me around the system in circles. Finally, in desperation, I utter these words literally, "Can you just get me a person?"

The answer was, "Alright". I went to a cue and a minute later I was talking to a real person.

Shocking really. Is this a common feature of automated systems?
 
The answer was, "Alright". I went to a cue and a minute later I was talking to a real person.

Shocking really. Is this a common feature of automated systems?
In my experience, yes. However, the real human hasn't always been more useful than the robot.
 
In my experience, yes. However, the real human hasn't always been more useful than the robot.

True, real human did not help. But I've never tried to just ask nicely in a sentence for a person. And have it work. I've said "representative" and a few other terms to get a human, the answer was always "Yes, but please describe your problem first"(in some form). If you do, you get back to automatic stuff.
 
I usually ask to talk to the Junior Programmer In Charge of Establishing Corporate Policy. :rolleyes:
 
I can't answer your question, but I always get robo calls that start off, "Hi.!! How are you today.??"

Usually I say ''Good'' and the recording continues, ''Great.!!, I am calling about your (insert any sales subject here)''

So one time I answer and get the line, '' Hi.!! How are you today.??'' and I answer, ''Well, I fell off the roof of my house and broke my leg this morning..''

Crickets

Then, ''Well, I am sorry to hear that, but I am calling you to tell you about our...'' :lol::lol::lol:
 
I find screaming "HUMAN" into the phone usually works.
Repeatedly hitting "0" usually works too.
 
Often hitting 0 doesn't work.

I keep repeating "give me a live person" until the robopos gives up.
 
A family member reported getting a robo call about an extended warranty for his vehicle. When he indicated he was interested they immediately sent him to a live rep that was dismayed to learn that the wanted warranty was for a 1965 Ford Falcon ... :D
 
A family member reported getting a robo call about an extended warranty for his vehicle. When he indicated he was interested they immediately sent him to a live rep that was dismayed to learn that the wanted warranty was for a 1965 Ford Falcon ... :D

A part of me wants to do something like that when I get those calls, but usually answering just makes them increase.
 
Representative or hitting 0 usually works for me. If not, BULLS*** seems to be a good last resort.

The “Get Human” app used to be pretty good.

Cheers
 
A part of me wants to do something like that when I get those calls, but usually answering just makes them increase.

I don't know. I sometimes answer and tell them I have something very old. They hang up and I usually don't hear from them for a while. Come to think about it, I haven't had a car warranty call or a Card Service call in a while. Rachel come back, I miss you!!!
 
0 used to work pretty reliably. "Representative" too. Now, 0 is about 50-50 depending who you are calling. Companies that exist in cyberspace mostly really do not like getting humans involved in anything. And "representative" or something similar often prompts more questions: "we will connect you, but first could you give me the reason you are calling in your own words." God help you if you say something that is on a menu

P
 
85% containment to the Interactive Voice Response system is a common metric. That means 85 times out of 100 the objective is for your call to he serviced without you talking to a live agent.
 
85% containment to the Interactive Voice Response system is a common metric. That means 85 times out of 100 the objective is for your call to he serviced without you talking to a live agent.
If 45% of calls can be resolved via automation, 15% talk to a human, and 40% just get ****ed off and take their business elsewhere, does that meet the corporate goals? ;)
 
"Agent", "Representative" are good words. 0 multiple times too. Most of the voice apps don't really understand structure, but do listen for key words.
 
"Agent", "Representative" are good words. 0 multiple times too. Most of the voice apps don't really understand structure, but do listen for key words.

Which is why the robot's reaction surprised the hell out of me. 0 didn't work.
 
tech_support.png
 
If 45% of calls can be resolved via automation, 15% talk to a human, and 40% just get ****ed off and take their business elsewhere, does that meet the corporate goals? ;)

Abandonment is what that’s called. Most call centers measure it. 5% or so is usually acceptable.
 
Based on my experience with call centers, I’m a couple of standard deviations above that 5% figure.
 
Operator usually gets me to a person slightly more helpful albeit more difficult to understand than the robot
 
This is a new experience for me. Might be helpful to others.

Finally, in desperation, I utter these words literally, "Can you just get me a person?"

The answer was, "Alright". I went to a cue and a minute later I was talking to a real person.

Gotta be careful with that. You wouldn't want the robot to get offended.
 
Gotta be careful with that. You wouldn't want the robot to get offended.

Agreed ... we'll all have to go through a quite different type of diversity training now that AI is self aware and being granted citizenship. o_O
 
They will sometimes offer to call you back if you give your number. Less frustrating and you get a real person.
 
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