Could this be a common feature of automated phone systems?

genna

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?
 
genna said:
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?
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In my experience, yes. However, the real human hasn't always been more useful than the robot.
 
asicer said:
In my experience, yes. However, the real human hasn't always been more useful than the robot.
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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.
 
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
 
Daleandee said:
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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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
 
Sac Arrow said:
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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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.
 
TCABM said:
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.
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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? ;)
 
"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.
 
Hang 4 said:
"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.
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Which is why the robot's reaction surprised the hell out of me. 0 didn't work.
 
tech_support.png
 
MauleSkinner said:
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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Abandonment is what that’s called. Most call centers measure it. 5% or so is usually acceptable.
 
Operator usually gets me to a person slightly more helpful albeit more difficult to understand than the robot
 
genna said:
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.
Click to expand...

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