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Yesterday, we had an incoming call from a company trying to sign up car dealers. I apologize for not knowing what company it was because, well, I will get to that.


Someone says, Line 2 wants to talk to the owner. I answer, and they went into the sales pitch. I tried to stop them to ask a question, and they kept going. I tried again, and they kept going. Then it hit me and I politely asked "Am I talking to a fucking recording"? The reply, no, you are talking to a real person through a series of recorded conversations......for Quality Control purposes. I (again, politely) say "If you had an actual person doing your calls, you would probably do much better".


I understand the efficiencies surrounding the concept of Chat Bots. I hate it. We have been down this road so many times and come to the conclusion that people WANT to talk to someone. We build processes around the goal of actually getting someone on the phone. Now when we get an incoming call from someone WANTING to talk to us we are going to put that person into the hands of a Chat Bot???!!! I question if this makes sense. Maybe it does.