This short, first-person essay uses humor to document why those annoying computer voice response systems are annoying in spite of the best efforts of companies to make them sound human (while saving the company lots of money.) Although the piece is light and chatty, it touches upon a number of serious issues like the replacement of human call-center customer service employees with programmed machines -- and what that says about a future where person-to-person business interactions become the exception rather than the norm.
I liked the new information in this, especially the revelation that train ticket booker 'Julie' is a robot! The script is funny, informative and tells us something about the human frustraton we feel in call centre queues.
The piece will slot easily into a magazine format or a longer news program, and though it is definitely an american piece, the subject matter gives it wider world audience potential.
Automation -- who likes it? It's fine to deal with when it works well. As the narrator points out, it's often a frustrating experience. This piece is a bit stiff in the first minute, but the payoff is rewarding. I expected a little bit MORE ranting. In the end, I was OK with not having to listen to someone complain and was treated to a sweet resolution.
Satrical review of voice answering systems which hits the nail on the head of how many americans feel with these answering systems. Very well done piece that could be used for any of the morning or evening NPR shows. Great information on why Answering systems benefit companies but frustrate users.
Anyone who's been stuck in automated customer service hell (and I assume that's everyone) can relate to this upbeat yet informational piece. Strickland combines her commentary with phone cuts from using an automated service along with interviews. Pretty great variety for a three-minute piece that brings humor to the sad future of automation we face. This piece would work on any news magazine program or as a drop-in. There's a host intro at the top that would have to be edited out and the piece ends as quickly as saying goodbye on the phone.
Comments for One Computer Voice Too Many
Produced by Laura Strickler
Other pieces by Laura Strickler
Rating Summary
5 comments
Will Roberts
Posted on July 24, 2004 at 06:24 PM | Permalink
Review of One Computer Voice Too Many
This short, first-person essay uses humor to document why those annoying computer voice response systems are annoying in spite of the best efforts of companies to make them sound human (while saving the company lots of money.) Although the piece is light and chatty, it touches upon a number of serious issues like the replacement of human call-center customer service employees with programmed machines -- and what that says about a future where person-to-person business interactions become the exception rather than the norm.
Carl Stiansen
Posted on July 24, 2004 at 06:40 AM | Permalink
Review of One Computer Voice Too Many
I liked the new information in this, especially the revelation that train ticket booker 'Julie' is a robot! The script is funny, informative and tells us something about the human frustraton we feel in call centre queues.
The piece will slot easily into a magazine format or a longer news program, and though it is definitely an american piece, the subject matter gives it wider world audience potential.
Justin Grotelueschen
Posted on July 18, 2004 at 06:15 PM | Permalink
Review of One Computer Voice Too Many
Automation -- who likes it? It's fine to deal with when it works well. As the narrator points out, it's often a frustrating experience. This piece is a bit stiff in the first minute, but the payoff is rewarding. I expected a little bit MORE ranting. In the end, I was OK with not having to listen to someone complain and was treated to a sweet resolution.
Greg Demetrick
Posted on June 15, 2004 at 07:34 AM | Permalink
Review of One Computer Voice Too Many
Satrical review of voice answering systems which hits the nail on the head of how many americans feel with these answering systems. Very well done piece that could be used for any of the morning or evening NPR shows. Great information on why Answering systems benefit companies but frustrate users.
Dmae Lo Roberts
Posted on May 30, 2004 at 10:24 AM | Permalink
Review of One Computer Voice Too Many
Anyone who's been stuck in automated customer service hell (and I assume that's everyone) can relate to this upbeat yet informational piece. Strickland combines her commentary with phone cuts from using an automated service along with interviews. Pretty great variety for a three-minute piece that brings humor to the sad future of automation we face. This piece would work on any news magazine program or as a drop-in. There's a host intro at the top that would have to be edited out and the piece ends as quickly as saying goodbye on the phone.