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Beyond frustrating

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Basil

Basil

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I had a tax-related question and wanted to call the IRS to ask them a question. The automated system they use makes it next to impossible to reach an actual human being. I felt like I was in a comedy sketch trying to reach a person. (I never was successful).
 
I always wondered about the term Internal Revenue Service.

(Job cuts usually cause this problem; happened about ten years ago, and back in the 1980s and early 1970s.)

Maddening for sure. And the increasing use of phone "menus" where your problem area isn't never mentioned - maddening indeed.
 

NutmegCT said:
I always wondered about the term Internal Revenue Service.

(Job cuts usually cause this problem; happened about ten years ago, and back in the 1980s and early 1970s.)

Maddening for sure. And the increasing use of phone "menus" where your problem area isn't never mentioned - maddening indeed.
Click to expand...
I had similar difficulties reaching a human even after there was a huge hiring surge. That’s not the problem IMHO. The automated system (AI) just keeps running you around in a circle. It doesn’t really understand what you’re asking it but gives you answers that are not relevant to what you’re trying to get answered.
 
and with the increasing use of AI, we're going to hit that more and more.

Like I used to tell my students back in the day - automated systems are designed by experts who will never use them. Especially management, who want to increase profits while often ignoring what customers really need.

Ah, the good ol' days, when Jim Croce could say "Hello Operator, could you help me place this call?"
 
It'll only get worse as government and business transition to AI models to do customer interfaces, (note I didn't say "customer service"), as cost cutting and I think to get rid of divergent opinions. Those who count in these groups won't need to use them and they can pat themselves on the head over saving costs.

Besides Jim Croce, remember Eddie Albert climbing the pole and asking the operator Sarah to connect him.
Bonus points if you get the show reference...
 
Basil - you wouldn't have had the connection nightmare if the calls were handled by Ernestine -

x950.jpg


Seriously, the increasing use of AI and "menus", especially for customer "service", is driving millions away from even trying any more. I'm getting that way myself with websites which plaster you with Subscribe to our Newsletter, Be the First to get the News, Take our Two Minute Survey, etc.

yeesh
 
NutmegCT said:
Basil - you wouldn't have had the connection nightmare if the calls were handled by Ernestine -

x950.jpg


Seriously, the increasing use of AI and "menus", especially for customer "service", is driving millions away from even trying any more. I'm getting that way myself with websites which plaster you with Subscribe to our Newsletter, Be the First to get the News, Take our Two Minute Survey, etc.

yeesh
Click to expand...
“Is this the party to whom I am speaking?”
 
I am running into this at the state level - I received a notice that my driving license is up for renewal. It also helpfully tells me that it must be renewed in person at a Public Safety office and you MUST make an appointment thru their website (no mention of what you're supposed to do if you don't work somewhere that lets you use their internet to do so). Their site requires you to select what you're making an appointment for, but he option of "renew license" is greyed out and unselectable. Trying to call gets you to an AI "agent" that tells you to go to the web site - if you can make it comprehend that the site isn't working it transfers you to a number that immediately says "our call queue is full" and hangs up. Their online "chat bot" is just a text interface to the SAME AI "agent" that you get on the phone, with the same results. It tells you to send an email for further assistance, which generated an auto-response telling me to goto the web site and make the appointment. I tried to reply with an explaination that it wouldn't let me, and 2 weeks later have still yet to receive a reply.
 
<above>

That's our future folks. Charges for needed services, but no human being to actually hear your question and help you.

It's on federal, state, local, and private industry/service websites, phones, etc. Hoping it isn't on the FAA system, when a pilot in trouble needs help.
 
NutmegCT said:
Hoping it isn't on the FAA system, when a pilot in trouble needs help.
Click to expand...
Pilot: "Pan pan, pan pan, pan pan."
ATC: "I can understand complete sentences. Please state the nature of your emergency."
Pilot: "We have suffered a cabin depressurization. I'm able to fly the aircraft but my co-pilot's oxygen mask is malfunctioning and he is suffering hypoxia and is incapacitated. We need to descend to a lower altitude so that my co-pilot can recover."
ATC: "In the cockpit, pilots have masks connected to pressurized oxygen tanks. These allow longer-duration use and continuous flow or pressure-demand delivery depending on altitude. Do you have any other questions?"
Pilot: "Crap, I know how the oxygen system works. We need to descend to a lower altitude, ASAP, please advise."
ATC: "It sounds like you would like to change to a higher altitude. If this is correct, say yes."
Pilot: NO!! That is not what I said!"
ATC: "I can understand complete sentences. Please state clearly why you are contacting ATC."
Pilot: "I already told you what the problem is!! "
ATC: "Ok, it sounds like you need to speak to a representative. So that we can direct your call to the right person, please state in a few sentences, why you need to speak to a representative."
 
Wow - where did you find that? I remember a comedy routine (Newhart?) with similar content - altho' there were many "menus" to choose from in the routine's telephone call to FAA.
 
Last edited:
NutmegCT said:
Wow - where did you find that? I remember a comedy routine (Newhart?) with similar content - altho' there were many "menus" to choose from in the routine's telephone call to FAA.
Click to expand...
I didn't find it, I just made it up based on how a typical call to any AI support call seems to go.
 
I just had an unexpected pleasant experience regarding my passport. My wife and I are planning an overseas trip in the fall so I applied online to renew my passport. All the info on the website and automated emails said it would take 4-6 weeks to process. I received my new passport in less than 10 days!
Honestly, I was expecting 8-12 weeks due to staffing shortages cutbacks.
 
YakkoWarner said:
I am running into this at the state level - I received a notice that my driving license is up for renewal. It also helpfully tells me that it must be renewed in person at a Public Safety office and you MUST make an appointment thru their website (no mention of what you're supposed to do if you don't work somewhere that lets you use their internet to do so). Their site requires you to select what you're making an appointment for, but he option of "renew license" is greyed out and unselectable. Trying to call gets you to an AI "agent" that tells you to go to the web site - if you can make it comprehend that the site isn't working it transfers you to a number that immediately says "our call queue is full" and hangs up. Their online "chat bot" is just a text interface to the SAME AI "agent" that you get on the phone, with the same results. It tells you to send an email for further assistance, which generated an auto-response telling me to goto the web site and make the appointment. I tried to reply with an explaination that it wouldn't let me, and 2 weeks later have still yet to receive a reply.
Click to expand...
It's their way of telling you they won't renew your license.
 
John Turney said:
It's their way of telling you they won't renew your license.
Click to expand...

I finally ended up making an appointment selected "other service not listed" because that was one of the only things that was actually selectable - if nothing else I'll have to use that appointment (over a week from now) to hopefully either do the renewal or get them to tell me how to make the correct appointment.
 
When I saw the title of this thread,I thought it was about me.

On a related note,I got a letter from the local paper that I
subscribe to,saying they were going to raise the monthy price by
almost $12,so I decided that I'd cancel it.
I rushed home to call them,& noticed that it was 4:45 PM,
so I figured I could call before they closed.WRONG! - I got a message
saying they were open 7:30 to 4:30.
So,I tried to call while I was on my break at work.I had to listen to
the menu,but their was no mention of what button to press,or what to
say to cancel,so I just kept pushing "O",until I got a real person,who,of course,
did not speak clear English.
The person I talked to kept trying to get me to change my mind,& I
had to get back to work,so I just said "Please cancel my subscription",& hung up.
I'm still getting the paper,so I'll have to wait & see if they kept the price
the same,or even lowered it.


I've also called government agencies,& most of the time it takes forever
to reach a real person.
 
Basil said:
Pilot: "Pan pan, pan pan, pan pan."
ATC: "I can understand complete sentences. Please state the nature of your emergency."
Pilot: "We have suffered a cabin depressurization. I'm able to fly the aircraft but my co-pilot's oxygen mask is malfunctioning and he is suffering hypoxia and is incapacitated. We need to descend to a lower altitude so that my co-pilot can recover."
ATC: "In the cockpit, pilots have masks connected to pressurized oxygen tanks. These allow longer-duration use and continuous flow or pressure-demand delivery depending on altitude. Do you have any other questions?"
Pilot: "Crap, I know how the oxygen system works. We need to descend to a lower altitude, ASAP, please advise."
ATC: "It sounds like you would like to change to a higher altitude. If this is correct, say yes."
Pilot: NO!! That is not what I said!"
ATC: "I can understand complete sentences. Please state clearly why you are contacting ATC."
Pilot: "I already told you what the problem is!! "
ATC: "Ok, it sounds like you need to speak to a representative. So that we can direct your call to the right person, please state in a few sentences, why you need to speak to a representative."
Click to expand...
 
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