One Computer Too Many

By Laura Strickler on Thursday, March 26, 2009.

cat on hold

Amtrak’s automated telephone agent, “Julie,” answers about 50 thousand calls a day and has replaced 600 call center employees. She’s designed to be engaging via catchy phrases and affirmatives, but some customers are left wanting something a little more human on the other side of the line. Commentator Laura Strickler says she’s spoken to one computer too many.

You can listen to Laura's commentary on the Public Radio Exchange.

(Photo courtesy Vicki's Pics via Flickr/Creative Commons)

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