Friday, January 07, 2022

I feel like phone trees are specifically made to break you. They break you down, so when you finally get someone on the line they can build you back up.

2 comments:

  1. What if there was more interactive AI on the front end? Hate to use term AI though pretty sure it is correct in this instance. Have the AI be a chat bot that answers simple questions or routes faster than the old phone trees? Not used one, just surmising. I believe phone trees were invented to reduce the number / cost of human operators / receptionists. A more responsive interface would be a competitive advantage for implementers to retain customers. Cannot guess on cost though it only has to be somewhat better than an existing tree so cost should have a pretty solid ceiling?

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  2. That is pretty much the system now. The bots will answer common questions pretty good - but get out of that range (like a cable card) and the bot will literally be like - NO - this is your answer and you can't talk to anyone else or even leave this part of the phone tree.

    Now they pretty much just throttle traffic.

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