Robotic Nation Evidence

With this week's announcement of Microsoft's Speech Server 2004 (see this article and this one), automated call centers are in the news.

The systems that are coming out right now are very interesting because they work remarkably well. They are simple, yes. Consider that automated systems like this were impossible just a couple years ago, however, and you can see the trendline. Things will progress quickly from here.

I would like to create an award for the best automated customer service system. We will call it "The Brainy". Here are three nominations to give you an idea of the kind of systems I am talking about:

• Call 1-800-555-1212 and get a number. For example, ask for the number for American Airlines. It is a very simple system, but very good. Unless you have a bad accent, it will handle your request flawlessly.
• Using the number you just obtained, call American Airlines and press 1 twice to get into the flight information system. Ask about the flight departure time of a flight between two large cities, like New York and Atlanta. It is not quite as simple, and definitely works better if you are calling about a real flight rather than one you pick out of the air, but it's a very nicely done "personality" and it works well.
• If you have a prescription with CVS pharmacy, try using their automated refill service. I use it about once a month. The most amazing part -- If a prescription has expired, it tells you that, then calls your doctor to get it renewed, then calls you back the next day to say that the medicine is ready!

Have you used an automated customer service system that really made an impression on you? If so, nominate it for the Brainy. Send your nomination here: