alt Hacker NewsAs a customer when confronted with such a system I hang up and never ever do business with that company again. Regardless of polish, they're useless.
As a customer when confronted with such a system I hang up and never ever do business with that company again. Regardless of polish, they're useless.
What do you mean by "such a system"? One that uses AI to funnel your natural language request into their system of SOP? Or one that uses SOPs to handle cases in general? SOP are great, they drastically reduce errors, since the total error is the square root of the sum of squares of random error and bias – while bias still occurs, the random error can and should be reduced by SOPs, whenever possible. The problem is that SOPs can be really bad: "Wait, I will speak to my manager" -> probably bad SOP. "Wait, I will get my manager so that you can speak to them" -> might be a better SOP, depending on the circumstances.