Could this be a common feature of automated phone systems?

Discussion in 'Hangar Talk' started by genna, Jul 1, 2022.

  1. genna

    genna Pattern Altitude

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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?
     
  2. asicer

    asicer Final Approach

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    In my experience, yes. However, the real human hasn't always been more useful than the robot.
     
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  3. Capt. Geoffrey Thorpe

    Capt. Geoffrey Thorpe Touchdown! Greaser! PoA Supporter

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    I've had a string of bad words work for me.
     
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  4. genna

    genna Pattern Altitude

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    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.
     
  5. MauleSkinner

    MauleSkinner Touchdown! Greaser!

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    I usually ask to talk to the Junior Programmer In Charge of Establishing Corporate Policy. :rolleyes:
     
  6. Zeldman

    Zeldman Touchdown! Greaser!

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    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:
     
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  7. Justin Brady

    Justin Brady Pre-takeoff checklist

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    I find screaming "HUMAN" into the phone usually works.
    Repeatedly hitting "0" usually works too.
     
  8. Bob Noel

    Bob Noel Touchdown! Greaser!

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    Often hitting 0 doesn't work.

    I keep repeating "give me a live person" until the robopos gives up.
     
  9. Justin Brady

    Justin Brady Pre-takeoff checklist

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    Maybe try "give me a dead person" and see what you get? :shrug:
     
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  10. Daleandee

    Daleandee En-Route

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    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
     
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  11. Sac Arrow

    Sac Arrow Touchdown! Greaser!

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    A part of me wants to do something like that when I get those calls, but usually answering just makes them increase.
     
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  12. X3 Skier

    X3 Skier En-Route PoA Supporter

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    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
     
  13. genna

    genna Pattern Altitude

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    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!!!
     
  14. genna

    genna Pattern Altitude

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    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
     
  15. TCABM

    TCABM En-Route

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    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.
     
  16. MauleSkinner

    MauleSkinner Touchdown! Greaser!

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    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? ;)
     
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  17. Daleandee

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  18. Hang 4

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    "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.
     
  19. genna

    genna Pattern Altitude

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    Which is why the robot's reaction surprised the hell out of me. 0 didn't work.
     
  20. Half Fast

    Half Fast Final Approach

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    Try saying “sexual assault lawsuit.” If it’s on the menu, at least you’ll know something about the company you’re dealing with.
     
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  21. GaryM

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    “Security Exchange Commission would like to speak to your CFO”
     
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  22. Half Fast

    Half Fast Final Approach

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    “Your new owner, Elon Musk, would like to speak with your ex-CEO.”
     
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  23. PaulMillner

    PaulMillner Line Up and Wait

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    What was the cue to get in the queue?

    Paul
     
  24. Bob Noel

    Bob Noel Touchdown! Greaser!

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    don't loose you're cool.
     
  25. flyingron

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  26. TCABM

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    Abandonment is what that’s called. Most call centers measure it. 5% or so is usually acceptable.
     
  27. GaryM

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    Based on my experience with call centers, I’m a couple of standard deviations above that 5% figure.
     
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  28. Racerx

    Racerx Pattern Altitude

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    Operator usually gets me to a person slightly more helpful albeit more difficult to understand than the robot
     
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  29. geneseib

    geneseib Line Up and Wait

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

    Daleandee En-Route

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    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
     
  31. frfly172

    frfly172 Touchdown! Greaser!

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    They will sometimes offer to call you back if you give your number. Less frustrating and you get a real person.
     
  32. Half Fast

    Half Fast Final Approach

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    You've fallen for that one, too, huh?
     
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