Jan. 15, 2021, 9:04 a.m.
IT | Rants

The Trouble With Automated Response Systems

Just had 8 missed Fedex calls on my phone. I tapped "Call back" and listened to the IVR options. This was a clever system - it asked me to tell it what I want. So I said "Operator". The IVR told me that she understood I wanted to talk to an operator but I had to give her the reason why I called. So I said "I received a call and am trying to find out why Fedex called me". To which she responded with the same question.

Clearly AI is not there yet - a simple "I do not know why I am calling you because you called ME - I am just returning your call" is not understood because clearly someone did not think to program that in. Until the day AI can figure things out on their own we are stuck in this weird broken world.