Have you ever noticed how every voice automated phone system tells you to “listen to the menu” because their “menu has recently changed”? Somehow, I sincerely doubt that any of these companies are really that vigilant about keeping their voice system that up-to-date. One time I heard this message followed by comments that were only relevant to callers four months earlier (whether it was a holiday message or Y2K message, I don’t remember).
Besides, for usability’s sake, shouldn’t all the main menu items that a frequent caller may have memorized stay the same? For instance, does a credit card company really need to change the fact you press 1 for “current balance and transaction information,” 2 for “billing address,” and 0 for “a customer service representative”? -ram
Posted in Consumer Commentary