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RE: Serious follow-up to the automated telephone system thing
Subject:RE: Serious follow-up to the automated telephone system thing From:"Downing, David" <david -dot- downing -at- fiserv -dot- com> To:"John Posada" <jposada99 -at- gmail -dot- com> Date:Mon, 9 Mar 2009 11:53:10 -0500
The point of the article wasn't to justify the situation. It was to say
that this is an inherent flaw in these automated phone support systems.
David Downing
Senior Technical Writer
Credit Union Solutions
Fiserv
-----Original Message-----
From: John Posada [mailto:jposada99 -at- gmail -dot- com]
Sent: Monday, March 09, 2009 12:48 PM
To: Downing, David
Cc: techwr-l -at- lists -dot- techwr-l -dot- com
Subject: Re: Serious follow-up to the automated telephone system thing
And their justification for this is?
On Mon, Mar 9, 2009 at 11:39 AM, Downing, David
<david -dot- downing -at- fiserv -dot- com> wrote:
> There is, in fact, a reason why those automated telephone support
systems are so nerve-racking. I read about it a long time ago in an
article in TECHNICAL COMMUNICATION. It seems that those systems are
actually doing something that the police do to try and break criminals
in a hostage situation -- repeatedly force someone to make choices among
alternatives. The police do it with the intention of making the
kidnapper finally say, "I give up! I'm coming out!" So those automated
systems are breaking you down in a similar fashion.
>
> David Downing
> Senior Technical Writer
> Credit Union Solutions
> Fiserv
--
John Posada
Senior Technical Writer
NYMetro STC President
Looking for the next gig.
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