3 ms·

I want to call a support person that's actually more knowledgable than me. Many phone support agents are just looking at and reading from some sort of scripted

by CPLX 11y ago

I want to call a support person that's actually more knowledgable than me. Many phone support agents are just looking at and reading from some sort of scripted FAQ, which means they are between me and the content I want. I'd much rather they just put all that text online rather than having it read to me.

mannykannot 11y ago
> I want to call a support person that's actually more knowledgable than me. Amen to that. Unfortunately, it is not a common option any more. Leggett's article is at best ambiguous over this, and she gives the impression of not understanding the issue. Firstly, 'voice' is not a unified category: on the one hand, there is informed-human voice support, and on the other, there is the combination of voice automation and uninformed flunky. Leggett shows no sign of understanding that people are not abandoning the former out of choice, but because it is not available.