I can't stand automated voice-recognition phone systems that try to record information from you. I was just calling Delta, trying to speak with a human being, but it refused to let me speak with an agent until I said what date I was departing. I said the date 3 times, but the voice recognition couldn't understand. Finally I said "I don't know" which is the secret password to get past that level. Lo and behold I finally reached a real person.
Half the time the data that is collected by those machines is not relevant (in this case I already had a record, so the agent just needed my confirmation number to pull all the information up). And often the computer records it incorrectly, and the live agent has to ask you for it all over again.
I just wonder if they have ever done field testing of this stuff to see how pissed off it makes people. Are there any people out there who actually enjoy this experience? And does it really save that much time? I find that very hard to believe.
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