Robotic customer service

I rang up PayPal a few days ago over a dispute, and TV licensing today over a renewal. Both times I was met with a robotic system that plays a pre-recorded voice asking a question, then it requires me to say answers and then it would interpret these and ask another question until everything has been answered.

I find it odd that a company would opt for a computer system over a person, and was happy to realise that you could say ‘agent’ any time after the first three questions on PayPal’s customer service line and speak to a real person.

People complain about customer service being based in India, but it’s nothing compared with no human interaction at all.

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