Turns out that people aren’t so enamored with talking tech. Using automated answering systems as an example, how hard is it to figure out that callers hate when a bot, that never seems to offer the right option, picks up the phone? It’s impossible for system designers to cover every possible need a caller might have, and the un-human, unnatural voice inflections and mannerisms of phone bots just scream ‘we don’t care’ to customers / partners / constituents. The more ‘human-like’ they try to make these things, the more frustrating they become to use. Tech is not always the answer, and we must learn to distinguish between solutions that can and should be high-tech versus those that must be high-touch. For those parts of your business that involves serving people, the best interface is another person.
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