Having Your Automated System Play "Eliza" With Me Is NOT "Chat Live With Us" · Thursday July 26, 2007

I’m looking at you, Cox, but you’re not the only ones.

This is the evil that tries customer’s souls. Thanks for not re-branding it. Made it much easier to find.

“Seamlessly transitioning end-users between self-service and assisted service to deflect unnecessary contacts”

Right.

You use the exact same copy for the “analyst” I chatted with as you do for the voice response system I get if I call, for Pete’s sake.

Do us revenue streams customers a favor, will you? Having insufficiently staffed support lines is bad enough. Do not compound the error by insulting our intelligence with crap like this.

Just ask us nicely to provide initial information to your automated system, don’t pretend it’s something it’s not.

Treat us as though we’re intelligent, capable human beings upon which your continued existence is dependent.

Because we are.[1]

1 Eliza @ Wikipedia in case you’re wondering about the title reference.

— Rod Knowlton

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