Customer service automation doesn’t make things more efficient – The Daily Evergreen

In the conversation about humans versus bots, we can all agree that some automation is just infuriating.


While animation was created to make customer service more useful, in reality it makes the experience more stressful.

Robots are much better workers than humans. After all, they never need to go to the bathroom, eat, or sleep. If there was no need for these things, nor the need to pay employees a living wage, companies would make a greater profit. Time is money after all.

But have you ever used an automatic cashier that simply refused to work or tried to deal with the DMV automated call center when you had a very specific issue that you needed help with? I have.

Try going through this automated list of options, wondering how you are supposed to talk to a real person because the machine cannot correct the fact that the DMV sent your new license to the wrong address. Or “oops”, I made an easily fixable error during self-checkout and now I have to wait for an attendant.

How embarrassing. A waste of my time and that of the attendant too.

“Sometimes it’s effective, sometimes it’s just a waste of time because the design is wrong. At least if it’s a person, we have a chance to connect, ”said Myrna McGovern.

McGovern considers herself to be an avid grocer and robotic warrior.

McGovern said she believes our phones, laptops, and home systems like Alexa are listening to us, spying on and plotting the downfall of humanity.

“They are waiting to take us back. Self-driving cars mean that we have no control over our transportation. Smart homes, Alexa… it’s just a plot to steal all of our information. Uprising is coming whether you recognize it or not, ”McGovern insisted.

While I’m not worried about a robot uprising, my dad expressed his concerns about all of the latest generation gadgets in cars designed to make people dependent on them and to help with a possible push for autonomous vehicles. . Or something like that.

My mom and stepdad noticed, strangely enough, that if they are talking about something in the same room as Alexa, they tend to get ads related to that thing. As useful as custom ads can be, it’s a bit boring to think of how much anyone might discover from the digital trail I leave behind.

Still not as boring as calling the DMV and not talking to a real person. It might drive a person crazy, needing a real conversation to solve a problem knowing that you have to sit on the unnecessary options menu anyway.

“When I have to make robocalls or the cash machine does something stupid, it reminds me of that robot in Fallout 4. The one who only speaks one sentence of Japanese and serves noodles,” Piper Takahashi, robotics major . mentionned.

“I think it would be great to make people synthetic, like in some sci-fi movies, but the human element is important to keep. I would much rather deal with a person than go to the cashier,” he said. Takahashi said. “And don’t get me into mass email marketing, gross.”

Some technologies are great. Dude, I like a good dishwasher, but the cash machines suck. I had no idea that before Piggly Wiggly around 1916, buyers would just give a list to a clerk and the clerk would go and find items for them.

I’ve never tried or seen anyone try to steal from the self-checkout, but I’ve heard people do it – either because they wanted to, by redeeming barcodes and so on. following, or because a stubborn article refuses to scan.

I can sort of relate to the latter – not wanting to go the extra mile because the technology is poorly designed – but the risk of self-checkout theft ends up requiring an attendant to monitor them anyway.

“Technology should be used to make things better for society, I think. But right now things like automatic tills or automated phone menus can cut costs for the business, but they’re not really benefiting anyone else, ”Takahashi said.

There are real concerns about technological development and where it is taking us, not so much in the sense of where the technology is bad, but rather the debate over whether we are going to use it well or not. Fantastic books exist on this subject. My complaint right now, however, is simply that certain technologies are incredibly infuriating.

The DMV was already rubbish to visit – stories of the long waits and the aspiring atmosphere echoed through generations, from some of the oldest people I know to teenagers. If we were successful in using technology to make it worse, which we did, then I guess it makes sense that people don’t trust us to do better.

About Madeline Powers

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