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That conversation is supposed to seem ridiculous but I'm not kidding when I say, you can have exactly that kind of discussion by calling any number of customer

That conversation is supposed to seem ridiculous but I'm not kidding when I say, you can have exactly that kind of discussion by calling any number of customer support lines for various corporations. You don't need computers for this kind of idiocy. You simply need a flow chart and a pedant. Me: My tire is going flat on my rental car. Avis: OK, we'll send someone out to put on a spare. Me: That's OK. I can change the spare. Avis: OK, then after that take it to a nearby location and exchange the car. Me: I've called all the locations within 45 miles and none have an available car. Avis: OK, we can bring you a new car. Me: Great. Avis: I have to warn you however, that you may be charged for the price of the tow. Me: What tow? Avis: We have to tow the car too you. Me: Why? Avis: That's how we bring you a car. Me: Can't someone just drive a new car out and take this one back? Avis: No both cars must hauled. Me: Why? Avis: That's just how it's done. Me: OK, why would I have to pay for it anyway. The tire has been leaking since I got the car. Avis: Because the car has a good spare. Can we send someone out to change it? Me: That's not necessary I can change it. Avis: OK, then after that you can take it to the nearest Avis and exchange it. Me: I already told you, all the nearby locations are out of cars. Avis: OK, then we can tow you out a new car and exchange it. Me: OK. Avis: But I have to warn you sir that you may be charged for the tow. Me: Why? Me and Avis: Because the car has a good spare. Me: Are you a robot? Avis: .... Me: I ask because I really can't tell if I'm speaking to a human. Avis: Yes sir, I am a human.

walterbell 12y ago
Such people populate many call centers. Yet, if you call repeatedly, you will eventually find a competent human who can make an independent decision to solve an "irregular operations" customer problem. You can usually recognize them within the first minute of a conversation -- a modern Turing test. The future call center may consist of algos with voice synthesizers, and that one competent human :)
- DubiousPusher 12y ago
  I believe it is the desire of many corporations to actually build a human shield between the management, who have authority to fix problems and the customers.
yellowstuff 12y ago
I recently had a rental company tow a new car to me and tow away the old one because the key they gave me was slightly broken and stopped working when it got wet. They had a spare key, and they believed me that the wet key was the obvious problem, but sending a key was just not how it was done.

walterbell 12y ago

Such people populate many call centers. Yet, if you call repeatedly, you will eventually find a competent human who can make an independent decision to solve an "irregular operations" customer problem. You can usually recognize them within the first minute of a conversation -- a modern Turing test. The future call center may consist of algos with voice synthesizers, and that one competent human :)

DubiousPusher 12y ago
I believe it is the desire of many corporations to actually build a human shield between the management, who have authority to fix problems and the customers.

yellowstuff 12y ago

I recently had a rental company tow a new car to me and tow away the old one because the key they gave me was slightly broken and stopped working when it got wet. They had a spare key, and they believed me that the wet key was the obvious problem, but sending a key was just not how it was done.