I don't want to work or do business with an org that respects me so little I can't get support from a real person without jumping through hoops. Post an FAQ, make an easily navigable website, and accept that if I'm calling it's because I've already looked at those. Hiding them behind a voice menu system with intent resolution and calling pretending that it's a substitute for talking to a real person is disrespectful and hostile.
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I don't want to work or do business with an org that respects me so little I can't get support from a real person without jumping through hoops. Post an FAQ, make an easily navigable website, and accept that if I'm calling it's because I've already looked at those. Hiding them behind a voice menu system with intent resolution and calling pretending that it's a substitute for talking to a real person is disrespectful and hostile.