Source: US Magazine

Adele came out with her latest single “Hello” and for some reason I can’t seem to get it out of my head [probably because it’s everywhere]. The single has millions of views on Vevo, is the top trending topic in Google, and is being called the latest “obsession” in the industry by not only fans, but other music artists.

So — I couldn’t help but want to look at the song more in depth by taking the lyrics and in some sick technical way relate it to my company and IVR systems. 

Beware, this is somewhat of a stretch for content, but it all came to me in my car after having to listen to this song over and over again. I wanted a fun post, trending, but somehow it seems like it may have come off a little creepy. Adele’s lyrics are in bold, and my responses, well… you’ll see.


Hello.

I couldn’t help but think of the way people respond to IVR systems. Nowadays, it often sounds like a real person picking up the phone and asking you how you are and how they can help you. Your response can’t help but to be, “hello?” as if you think it’s a real person.

Hello, can you hear me?

Ah perfect. The typical response of someone who still doesn’t understand that they are talking to a voice automated system rather than a human being.

There’s such a difference between us

And a million miles.

You’re right, huge difference. One being, a voice automated system interacting with a human being, and yes, the voice system was probably recorded miles away from where the human being actually lives.

Hello from the other side.

In my mind, I’m thinking hello from the other side of the telephone, and yes,

I must’ve called a thousand times,

but I keep getting the same person, and yes, I get frustrated because I don’t feel like leaving a message or repeating myself 15 hundred times, I just want to talk to a customer service rep.

To tell you [customer rep] I’m sorry for everything that I’ve done

[like screaming at the IVR system because I just needed to get my bill straightened out and Susie voice system was not understanding that].

But when I call you never seem to be home

[customer service hours can be very frustrating sometimes, I guess I’ll call between 8am and 3pm ET tomorrow].

Hello, how are you?

The silence of the voice automated system kills you because it hasn’t yet learned how to answer this question and yet, you feel bad because you just want it to say one time, I’m doing well, how are you?

It’s no secret that the both of us

Are running out of time.

It’s true, I called into the system to, for example, pay my credit card bill, and I only have until 4pm eastern time today for my payment to go through and YOU [IVR system] have other customers to take care of! It’s 3:58pm, I’m freaking out!

But it don’t matter, it clearly doesn’t tear you apart.

Just me, only me, and my credit score if I don’t pay this on time. The end.


Here’s a fact: IVR Tech’s voice automated systems are almost to the point of asking you how you are doing, and sensing frustration, solving the issue of waiting to speak to a customer service rep quickly and effectively. Our voice systems are like real people, and we want nothing but a positive experience when it comes to dealing with a voice automated system. If you’re one of the people [described above w/ Adele’s lyrics], give us a shout, we’d love the challenge of proving that we are the best when it comes to positive IVR system experiences!

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Ashley

Ashley

Ashley has a Bachelor’s Degree in Journalism and a Minor in Writing. She’s a firm believer that hard work pays off and is currently trying to make her mark in this crazy place we call the world.

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