Earlier today, I found myself arguing with the automated voice response system operator at American Airlines. After saying "NO!" several times to the robotic woman on the other line, I asked myself, "What are you doing? There is nobody on the other line to hear you!" Finally after pushing every number on my phone several times, I was able to talk to a REAL person and get my problem resolved. It might be a long shot, but I bet most of you have been in a similar situation.
We, as Americans, are so focused on making our lives easier and getting things done faster. However, our solutions do not always result in reaching this goal. The automated voice system is a GREAT example (I think) to one of these many failed solutions. Half of the time, the automated system cannot understand you or pretends it can and sends you to the wrong place. Often it takes several attempts at pushing the number zero or loudly voicing "help!" to talk to someone with real intelligence. I can safely say that I miss the days before the automated system, where I could call and talk to someone who knew what they were doing, or at least most of the time knew what they were doing.
With the creation of the automated voice system, I feel that the importance of communication is decreasing and reliance on the so-called easier and quicker, yet less efficient way of communication (such as the automated system), is increasing. I would much rather stay on hold for 10 minutes listening to calming classical music than becoming frustrated with the unreliable automated voice systems that many companies have started using.
If you are one of those many individuals that have found themselves arguing with the automated man/woman on the other line, I feel your pain. What ever happened to real customer service? How can we get it back? In the meantime, if you hear me yell help, don't worry, I'm probably just on my phone.
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