It may seem obvious to us consumers, but the corporate world isn't catching on. I recently had a conversation with Walt Tetschner, ASR News.com, about a very basic concept: First of all, if there is a person available, consumers should be connected right away. Secondly, if an automated system is necessary, it should use similar language to what a human would say. Yesterday, I had an experience that proved this explicitly. After you read about it, I hope you'll visit our site and let us know what you think of the working draft of the Gethuman Standards so we can produce the very best standard that will meet the needs of consumers:
http://www.gethuman.com/earcon/.
A few days ago, I purchased a shirt for my husband at Kohl's, but I got the wrong size. I wanted to exchange it, but I knew they were low on inventory and I decided to call to make sure that they had the right size before I decided which Kohl's store to drive to. Simple question, I thought.
The phone was answered by an automated system
(was there really no human available at that time???), which proceeded to inform me of their store hours...not just for that day, but for every day of the week. Not why I called.
If I had walked into the store and approached a clerk, would he/she have spelled out store hours to me before saying "Can I help you?"Next, the system offered me a few options including "press 3 to speak to a department associate." I pressed three. Then, the system proceeded to another elaborate menu from which I could choose to press a number for every department in the store. I pressed 6 for clothing. Then, you guessed it, another elaborate menu listing each of the clothing departments (mens, womens, childrens, etc.) You get the point.
If I had walked into the store and approached a clerk, would he/she have listed every single department asking if I would like to speak with an associate there?After following the instructions, I did get to speak with an associate in Men's, we'll call him Bob, who found the size I needed and held it for me at customer service. But imagine how much quicker and easier my experience would have been if a human had answered. He or she would have said "Kohl's. Can I help you?" I would have replied "Can I speak with someone in the men's department?" And I would have been connected to the exact same gentleman who helped me: Bob.
This is a clear example of a phone system that benefits the corporation (no one had to deal with me for at least 5 minutes), but it did not, IN ANY WAY, benefit me, the consumer.
Well, if only this system had worked as well as a human. The system would have said "how can I help you." I would have said "Men's." And I would have been connected with Bob. It's this type of issue, that seems so obvious to you and me, which will be tackled by our Gethuman Standards. Again, I hope that you'll visit our site and let us know what you think so we can produce the very best standard that will meet the needs of consumers:
http://www.gethuman.com/earcon/.
Posted by gethuman on Sat, 19 Aug 2006 3:41pm
