It turns out that people aren’t so enamored with talking tech. Surprised? Using automated answering systems as an example, how hard is it to figure out that callers hate when a bot that is incapable of offering the right option picks up the phone? System designers can’t cover every possible need that a caller might have, and the unnatural voice inflections and mannerisms of phone bots just scream “we don’t care” to customers, partners, and constituents — the very people we need for our businesses to prosper. The more “human-like” they try to make these things, the more frustrating they become to use. Tech is not always the answer. When will companies learn to distinguish between solutions that should be high-tech versus those that must be high-touch? If your business involves serving people, the best interface is another person.
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