Companies have the right to use computers to answer their
phone calls, and in some cases consumers are better served
by computers than waiting for an available human operator.
However, the decision as to when to use a computer vs. a human
operator should be made by the consumer. For example,
the computer:
Does not know if the consumer is...
...elderly and intimidated by interacting with a cold piece of
steel vs. making actual human contact with an operator who can
empathize.
...a stroke victim and who has a speech impediment which
makes it difficult to be understood by a computer.
...hard of hearing and who can not understand the flat
intonations of a computer.
...calling from a bad cell phone connection or a noisy
environment.
...already aware of the menu system and already knows that the
computer can not handle her type of request.
Some of the above situations are not only frustrating and
rob the consumer of valuable time, they also steal dignity
away from that consumer, putting the needs of faceless
corporations and their soulless machines above the needs
of a live, breathing customer.