3 ms·

At least the scammers reproduced perfectly the automated "please say what you are calling us about" that never works. I now suspect these pseudo-voice recogniti

by cm2187 5y ago

At least the scammers reproduced perfectly the automated "please say what you are calling us about" that never works. I now suspect these pseudo-voice recognition systems have no other purpose than to charge more minutes on incoming customer calls and discourage the least motivated customers from calling again.

mindslight 5y ago
> charge more minutes on incoming customer calls Customer service lines are generally toll free numbers, and most callers (in the US) do not have phone plans that charge by the minute for toll free calls (paygo cell plans are really the only ones), meaning only the company is paying more. Neutrally, it's a case of Goodhart's law with no relevant metrics. There's no way to measure the frustration or satisfaction of customers - those surveys at the end of the call reflect on the person you talked to, not the overall system. But yes most likely frustration leading to hangup is seen as good. The most telling example is the ones with repeating "you can access our website", when the only reason anyone calls up these days is because they cannot accomplish their task through the website.
- ornornor 5y ago
  In the US maybe. Here (Switzerland),, when you have to call a company’s customer service (usually because they messed up), you also have to pay 0.08 CHF (or rarely 1.50) per minute for the privilege.
  - mindslight 5y ago
    I knew Europe had more call tolls, I guess I was just hopeful your customer service lines weren't as bad. (I edited my original comment to specify the US)
beeboop 5y ago
I think hold music, and especially the type that is constantly interrupted with a voice to fake you out, is also designed to be as grating as possible and make you hang up. I'm happy google added that "Hold for me" functionality to Android phones.

3 ms·

At least the scammers reproduced perfectly the automated "please say what you are calling us about" that never works. I now suspect these pseudo-voice recogniti

by cm2187 5y ago

mindslight 5y ago
> charge more minutes on incoming customer calls Customer service lines are generally toll free numbers, and most callers (in the US) do not have phone plans that charge by the minute for toll free calls (paygo cell plans are really the only ones), meaning only the company is paying more. Neutrally, it's a case of Goodhart's law with no relevant metrics. There's no way to measure the frustration or satisfaction of customers - those surveys at the end of the call reflect on the person you talked to, not the overall system. But yes most likely frustration leading to hangup is seen as good. The most telling example is the ones with repeating "you can access our website", when the only reason anyone calls up these days is because they cannot accomplish their task through the website.
- ornornor 5y ago
  In the US maybe. Here (Switzerland),, when you have to call a company’s customer service (usually because they messed up), you also have to pay 0.08 CHF (or rarely 1.50) per minute for the privilege.
  - mindslight 5y ago
    I knew Europe had more call tolls, I guess I was just hopeful your customer service lines weren't as bad. (I edited my original comment to specify the US)
beeboop 5y ago
I think hold music, and especially the type that is constantly interrupted with a voice to fake you out, is also designed to be as grating as possible and make you hang up. I'm happy google added that "Hold for me" functionality to Android phones.