How well will this cope with everyone's favorite idiotic invention, the hold feature that interrupts the hold music with a brief silence followed by a pre-recorded human voice saying "DID YOU KNOW THAT BASIC FEATURES ARE AVAILABLE ON OUR WEBSITE" every minute, making you think that maybe you've finally reached an agent, but haven't?
Some support manager discovered that adding those damn interstitials led to a massive reduction in human interactions (and thus cost) from a boomer population wishing to handle all account management tasks by phone conversation with a person, but at least had some percentage who could be convinced to use a website for routine tasks. We've been living with the fallout ever since.
Some support manager discovered that adding those damn interstitials led to a massive reduction in human interactions (and thus cost) from a boomer population wishing to handle all account management tasks by phone conversation with a person, but at least had some percentage who could be convinced to use a website for routine tasks. We've been living with the fallout ever since.