Mercantilism, Feudalism, and Pop Tarts

I think I have come across something more frustrating than 7Up! advertisements: customer service on the telephone. A few moments ago I had to call up our cable company to discuss a bill. You would think with "customer service" there would be some form of "service" for me - the customer. But no. No human contact. No personal representative. I had to talk to the Robot Lady - you know, the automated voice of some computer.

And this was the type that didn't want me to press any numbers, this robot actually wanted to engage in dialogue. "Please...tell...us....the.....phone.....number....associated.....with.....your....account." So I began speaking. And miraculously it understood. And then parroted back to me the correct number. I was a bit surprised. This usually does not work for me, especially surrounding the robot's confusion over the number 5 and number 9. They sound alike to robots. They get easily confused.

And now the robot wants to know "in two or three words" the reason why I am calling. It is polite. It gives me suggestions, "You....can....say...."Account Information"....or....."New Account".....or......"Service Desk." So, in a very abrupt and out-of-context-sort-of-way, I blurted out: "Bill." And miraculously, it understood. Robot Lady repeated, "Billing."

And just when I thought I was getting somewhere, the whole system fell apart. Once again she gave me some options to repeat back to her: "Make a Payment"...."See Account Balance".....or......"Neither of these." I wanted option three. So I said, "Neither of these." And I was quickly interrupted, "I'm sorry, could you repeat that?" the robot insisted. I repeated myself, "Neither of these." And again: "I'm sorry, could you repeat that?" So now I pretend like I am talking to a 2 year old foreign exchange student. "N...e....i...t....h....e....r...........o......f.............t....h....e......s......e......."

"I'm sorry, could you repeat that?"

Now why do these companies think this is a good idea - to talk to robots as opposed to engaging with an actual human being? Oh I know....you don't have to pay a robot to talk to you but you have to pay a real human. So that's it, I guess. It's all about the Benjamins. So while they are loading up on the cash, I am growing more and more irritated with the robots I have to dialogue with.