An Arlington Heights letter to the editor: I just got off the phone with my cable company. The maze of 'robots' and robot assistants, websites, chat rooms and programed menus they put me through just to answer a simple question.
I just got off the phone with my cable company. The maze of"robots" and robot assistants, websites, chat rooms and programed menus they put me through just to answer a simple question about charges on my bill was exhausting, frustrating and inhuman----of course inhuman, for 95% of the time I was dealing with audio androids.
I am a pretty laid back kind of guy, but at one point I found myself shouting at a talking machine. The poor thing could not answer my request because it was not in its memory store nor expressive language program. At one point I found myself trapped in a chat room that only added burden to confusion.
I was"ordered" to fill out all kinds of personal data about myself short of an autobiography. Mind you, all I wanted was to be connected to a live voice after giving legitimate identifying information. After 45 minutes of New Age dysfunctional communication, I hung up, called back and kept repeating loudly to the automated voice:"I must speak with a live agent!"
Finally, a real, breathing human got on the phone and said calmly,"Sir, live agents don't take payments over the phone or answer your type of question." He then connected me to a very special advanced robot. I trust that many of us have had similar experiences with myriad large corporate entities, government bodies, etc. In bygone days it use to be ,"Hello, credit card company, I have a question about my last purchase.""Hold on sir, I will get a person to help you."Larry J. Powitz
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