Interactive Voice Systems Try New Consumer Approaches

Illinois Telephone and Telegraph Co

Earlier today…


It’s one thing as a consumer to go through the frustrating experience of calling for customer service and getting lost in a maze of “Press one for…” and “press two for…” and inevitably being sent to the wrong extension, misunderstood by a bot, or simply cut off and forced to repeat the process. But it’s another to encounter it as a reporter trying to get in touch with companies that make these so-called interactive voice-response systems. Each request made to speak with a living, breathing human for this story was met with a recorded instruction to leave a voicemail. In short, IVRs systems practice what they preach. “We purposely designed it to have bad customer service”

Interactive Voice Systems Try New Consumer Approaches


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