I know you think having a computer voice pretend to be a live receptionist seems like a good idea. I know you think that it would be so much easier for a customer to say “cancel account” and then say “345652345” when prompted for an account number instead of pressing all those numbers. But you failed to consider my home.
My home is never quiet. It’s not that it’s really noisy, but there is almost always background noise. Right now I have an infant gurgling on the floor next to me. She’s not crying or upset. She’s not even screeching for joy. She’s just practicing her vocalizations and exploring her range.
Unfortunately, she’s just loud enough that even if I cover the mouthpiece of the phone and turn away, your automated system is unable to block out the sound of her. Your computer keeps interrupting me and asking me if I would please repeat the same information over and over again. “I’m sorry, I didn’t understand you,” I hear. Of course not. I can’t understand the baby either.
Please consider a dual system where the customer has a choice. I understand that speaking might be preferred for some people, but it’s just not working for me.