Customer Service Automated Callers Interact Frustrated Eslpod 0856 Cn Eslpod

With the "advance" (progress; improvement) of technology, "automated customer service" or the practice of using machines to interact with customers instead of people, is becoming "increasingly common" (used more often). Automated customer service has many benefits, but it also has "drawbacks" (disadvantages).

From the company's "perspective" (outlook; way of seeing things), automated customer service is less expensive, because the company does not need to hire as many "customer service representatives" (people who interact with customers). The computers can answer many "inquiries" (questions) from customers or at least "direct them" (point them toward) the appropriate department or individual. Automated customer service is also more "consistent" (happening in the same way each time), because each caller hears the same greeting and receives the same set of responses.

The drawbacks are more "apparent" (easily seen) from the customers' perspective. Many callers become frustrated when their calls are answered by computers. People "tend to" (usually) dislike having to choose from a long "menu of options" (choices, such as "press 1 for billing, press 2 for location, etc.) when they believe it would be faster to ask their question to a "real live person" (not a computer). Callers also become frustrated if their response is misunderstood by the computer and they have to repeat it several times.

Another drawback is that automated customer service is not personalized. Many companies want to develop a long-term relationship with their customers, but the use of automated customer service "presents" (shows; creates) a "barrier" (obstacle) to that relationship. Some companies, particularly small banks, try to "differentiate themselves" (show how they are different from and better than competitors) from others by advertising that callers always have the opportunity to speak to a real person, not a computer.