Have you noticed how government ministers addressing the COVID crisis no longer say, "Let me be absolutely clear..." as they used to after every question from the news media?
I tried to find the postal address of an organisation yesterday to which I need to send a general communication, because I did not want to be seen away at the gate by a robot before I have even made my pitch. I am the old fashioned sort who has chosen a particular grade of writing paper with a carefully designed letterhead, because I believe that first impressions not only count, but they count a lot.
Not many people can write a good letter, but I think can. If everything goes tits-up I am thinking about moving to India and becoming a village scribe. The website of the organisation had the usual 'contact' page, but it only had a phone number (probably manned by a trained deflector) and one of those forms to fill out that neatly slots you into one of the few categories they use to triage callers by level of importance, as defined by the I.T. specialist who designed it. They begin with: Title: Mr, Mrs, Other...'
I was about to sign-off when a live chat window popped up. It was called Kelly and asked if I would like to chat about something.
I asked Kelly for the postal address of the organisation and pressed send. After a long pause Kelly got back and politely enquired why I wanted the address, so I told it that I needed to send a letter. Another long pause, then the agent is typing...
Kelly asked what the letter concerned, so - knowing that I would not be going off half-cock as I would with a real human being - I told it. Another even longer pause...
Kelly eventually informed me that it was unable to give me a postal address at this time, only a link to an email address which might put me in touch with someone who may be able to help. Is there anything else I can help you with today? it asked, as if I had received any help at all.
"Thank you Kelly. May I ask if you are an algorithm or has there been any human input to this conversation?" The reply could have been formulated by a government minister.
You are very welcome to ask, Tom. I am Kelly, a member of the Live Chat team.
0 Yorumlar