|
|
 |
 |
|
|||||||||||||||||
 |
|
Friday, September 8, 2006 Get Human Does a SurveyAs I write this I'm taking an online survey. Paul English's gethuman.com webite has sent out a Survey Monkey survey in an effort to track some consumer preferences regarding IVRs. As most readers now know, Paul English has united with Microsoft and Nuance to come up with what amounts to some best practices in IVR design. It is the triad's hope that the call centers that use IVRs will opt in to this list of best practices, and that they will become industry standards. Those who choose to join will get to use a little jingle or "earcon," a chime that callers will hear when they call Get Human-compliant call centers. But now back to our survey. The survey itself is a little clumsy -- for a statement like this: "Computers should not pretend to be human ("Hi, I'm Mary.")," our options range from "must have" to "don't care." The editor in me cringes at that, and then my pragmatic side struggles with how to answer it. Ok, so if I agree with the statement, I choose "must have," right? The phrasing of certain statements hints at English's bias, which tends to favor the agent over the machine. Statements like this: "Do not force me to listen to promotions or advertisements." That's pretty clear. How am I supposed to answer that? Shall I check "nice to have"? Who doesn't like to be forced to do something? How about this one: "All humans I speak with should be able to clearly communicate. (E.g., perfect English or Spanish etc. as appropriate.)" Nah, you can speak broken English (or Spanish where available). I'll just do my best to translate. I think Mr. English skipped his statistics class in school. The results of this survey can go only one way.
Posted by Harry Sheff on Friday, September 8, 2006 at 12:17 PM |
|
Free CallCenter Insider Newsletter
|
||||||||||||||||||||||||||
 |
||||||||
 |
|
 |
 |
 |
||||
 |
 |
|||||||
