I was going to report this development as a comment on Naming Rights, but I was so stunned that I had to give it a full post.
The Telstra ROBOT that gave me so much grief during my ISP dramas has evolved beyond the point of recognising my voice and hanging up.
It has now begun calling me back! [Cue Kraftwerk mood music.]
Last Friday, my mobile rang twice from a land line I didn’t recognise. Both times I answered with my name and the line went dead.
On the third attempt, the ROBOT spoke. I was so shocked, I can only recall the gist:
Hello. This is Telstra Customer Service. We’re calling because we believe you recently had a customer service interaction with us. To improve our service, we’d like your feedback. To respond, simply follow the cues. First, to confirm that you did indeed have a customer service interaction with us, press 1…
At this point I hung up in terror.
When Jon Pertwee was Dr Who, his assistant was Jo Grant. In one episode, Jo was replaced by an android whose face fell off to reveal two eyeballs on stalks, surrounded by electronics. This awful image haunted my childhood dreams for months.
The Telstra ROBOT has taken me right back there. Though I imagine few will share my visceral reaction, I suspect many will agree there are some things one really should not automate.
One of those things is feedback on service. Especially when that service was sought as part of a long, arduous quest to restore the high-end cable internet access for which one had already paid top dollar.
Do I hear an amen?
Or just a Bzzz Click?