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I don't have any interesting secrets or facts from my current ex-jobs, so I'll share an interesting fact from a buddy's. It's one of those companies that offers automated phone systems (and chats, nowadays) that listen to your options rather than taking number inputs.
This may no longer be the case, but these systems were not actually automated. There are entire call centers dedicated to these phone systems, whereby an operator listens to your call snippet and manually selects the next option in the phone tree, or transcribes your input.
I wouldn't be surprised at all if advances in AI have made this whole song and dance less in need of human intervention, but once upon a time, your call wasn't truly automated - it was federated.
What? This isn’t true at all! I’ve designed and built these systems. In at least the past 15 years this wasn’t the case, and I’d bet longer.