A Smile and a Robot

 

I don't know about you, but calling into a 'help/ call centre today is a bit like gambling -- you rarely win no matter how high the stakes or the number of attempts.

But sometimes you have no choice. The prompt:  a real paper letter informing me a life insurance policy I had been forced to take out by my bank about 25 years ago and for which I had paid a tidy sum each month -- well they automatically deducted it -- was ‘expiring’!

So, I zeroed in on the 13-number and dialled away.  But I was greeted by an obvious robot (not even the courtesy of using an interactive voice response unit).  This disembodied voice tried to be clever but was dumb as the proverbial stump and didn’t know it. 

After my fourth attempt to share my policy number I nearly gave up.  This expensive pile of the latest technology (that somehow, I would be paying for far into the future with increased fees and charges) could not understand ‘M’ from ‘E-M’ no matter how careful my efforts. 

I asked for a real person.  This did not seem to compute, so I repeated my request a few times until I wore down the robot/ AI smart machine.

As I waited in the quiet queue, I shuddered to imagine the next phase of this journey…and then it was magic! 

A clear, articulate, Australian voice greeted me.  Sami had something very rare nowadays -- a distinct smile in her voice.  I had not heard a smile in the voice of a customer service representative since I was facilitating workshops to teach that critical skill over ten years ago. 

I wasn’t sure how to react, but Sami was gracious, articulate, well-paced.  She apologetically put me on hold a couple of times (after asking permission) while she investigated my mystery. 

 Once she resolved the issue, I asked how long she had worked in this role.  She told me she was relatively new to the work, only about six months.  Which, yes, I agree could have been the reason she had not lost her lilting smile.  She also admitted that many customers thought the robot was a problem, but it was being worked on and would come good soon.

 I suppose since we have entered a time, where skills such as writing, talking, spelling and adding up a column of figures is akin to living in the Jurassic Age.  Nevertheless, I sure do miss smiles in voices from people who care.

Thanks for the great effort, Sami, wherever you are.  Do not lose heart, you are irreplaceable today!