Beyond IVR

摘要

I like to say that human beings are the exception handlers for ail automated workflows. But, as those of us who endure automated customer service know only too well, human exception handlers are getting harder and harder to find. So a couple of months ago, when my wife forwarded me a link to a list of IVR (interactive voice response) cheats — that is, ways to short-circuit voice menus and get directly to human agents — I had a hunch this idea would sprout legs.