Don’t you just hate interactive voice response systems?  You know, the automated voice that asks you for all kinds of information so it can “better serve you.”

One of my least favorite aspects of these systems is that they pretend to be an effort to better serve me, when in reality they are first, and foremost, a way to cut costs.  I called to request a detailed bill for a recent visit to the emergency room of a local hospital.  The automated voice said that to better serve me, and to route my call to the correct area it would need to get some information.  This was expected, and I complied fully… yes, I was the patient; account number; date of birth, last four of my social security number…  You know the drill, I’m sure.

When I had given the system all the information it needed, another voice informed me that to ensure quality customer service my call may be recorded.  After a brief pause a new voice came on the line.  Another automated attendant!  And guess what?  It asked me the same questions again!  After complying fully, and confirming my account, date of birth, last four digits of my social security number, and answering a few more questions I finally got an option to request a detailed bill.

I understand how these systems save money for the companies that utilize them.  The computer that answers the phones isn’t on salary, and doesn’t need breaks.  I just don’t understand how they can claim (with a straight face) that these systems are implemented to improve the customer experience.