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Beyond interactive voice response

Blogger : InfoWorld: Web services
All posts : All posts by InfoWorld: Web services
Category : Orchestration / Workflow
Blogged date : 2005 Dec 07
I like to say that human beings are the exception handlers for all automated workflows. But, as those of us who endure automated customer service know only too well, human exception handlers are getting harder and harder to find. So a couple of months ago, when my wife forwarded me a link to a list of IVR (interactive voice response) cheats -- that is, ways to short-circuit voice menus and get directly to human agents -- I had a hunch this idea would sprout legs.
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