How many times in the day do you call up a service provide only to routed through the IVR? How does that make you feel? The agonizing wait for a human to come online... Today, everything requires to be automated to make it cost-effective for the providers. Be it your telecom service providers, your banks, your take-away, your computer / IT related issues, everything is routed through an IVR, and as a last resort, you are guided to the Customer Service Executive / Phone Banking Officers who shall be "happy to help you". Yes, at times, it helps to have an automated system because it ensures that no matter who picks up the call, you're serviced the same. For example, if I want the number of an office / a restaurant and I call up JustDial.com, I don't care WHO picks up my call, because I get the number smsed to me just the same! However, when I call up Barclays or any bank regarding a query, I have to patiently explain the entire case history, background, service request ...
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