Operational Automation will Always Win Out in the End

August 3, 2007

EDS Next Big Thing Blog : Operational Automation will Always Win Out in the End (emphasis is mine):

I was talking with Randy Mears about this and he agreed that automation eventually will win out in areas that can be effectively automated, but many times the initial attempts are done poorly or for the wrong reasons. A great example of this is interactive voice response e.g., press 1 for technical support. These can be some of the most frustrating man-machine interfaces we encounter on a regular basis. The drive for a lower costs solution is lowering the customer service bar to the point where this kind of service is almost an expectation. They’ve effectively translated their support costs into taking up our time navigating their bureaucracy – a time honored approach. With that said, IVR can provide me with information e.g., bank balance that would be cost prohibitive to provide, compared to almost any other means, on a large scale in a timely fashion.

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