The bot system has come to stay in our technological eco-system. Many websites now use the bot system to interact with customers for conflict resolution, information sharing and a whole lots more. One of the many ways by which businesses attend to customer issues is by providing a support phone line to reach. Sadly, for some of them, when you try to reach them, you are greeted with an option system on the call. (The sad part is that your credit is blown away while the bot give the options to follow). Eventually, there is an option to speak with the call center agent or any technician as the case may be.

The question I ask myself is this: are the options necessary at all?

They might argue that the options will cater for some of the things that the customer need and this reduces stress for them, having to pick all the calls and explain the same thing to the customer, but my research has shown that, a lot of people that reach businesses by their phone numbers want to speak with a human being and not a bot.

What do you think about this ?