I've spoken to many call center staff who quite explicitly had no permission to deviate from a script. They were audio recorded to guarantee compliance. I'm not the one demeaning anyone.
"This call will be recorded for quality and training purposes"
Quality = making sure no one gets too far or deviates off script. Training = who to blame and who to make an example of.
HN often forgets that people who have swam at the bottom don't have the same rose colored glasses. I've seen some pretty harsh environments and plenty definitely script humans like bots.
The counting vowels example sounds over the top but its only over the top because you think its absurd. It seems absurd because you don't see it as a delay loop. But that is exactly what it is. Here's a real example of a delay when someone needs to resolve an issue that is trivial but the organisation doesn't want it commonly used: Put the person on hold. Wait 2 minutes. Resume the call. Say you've consulted your line manager. Etc.
Don't shoot the guy who reminds the world this has happened and is still happening. People as bots is a thing that is already happening.
If they're audio recorded, it means it's possible to get hold of a human on the phone, so miles ahead of Google support.
I know shitty support and shitty jobs, I haven't always worked in tech and I am not in the valley. Yet people as bots is progress over the current level of support from big tech companies.
"This call will be recorded for quality and training purposes"
Quality = making sure no one gets too far or deviates off script. Training = who to blame and who to make an example of.
HN often forgets that people who have swam at the bottom don't have the same rose colored glasses. I've seen some pretty harsh environments and plenty definitely script humans like bots.
The counting vowels example sounds over the top but its only over the top because you think its absurd. It seems absurd because you don't see it as a delay loop. But that is exactly what it is. Here's a real example of a delay when someone needs to resolve an issue that is trivial but the organisation doesn't want it commonly used: Put the person on hold. Wait 2 minutes. Resume the call. Say you've consulted your line manager. Etc.
Don't shoot the guy who reminds the world this has happened and is still happening. People as bots is a thing that is already happening.