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Do Kiosks and IVRs Threaten Human Interaction?
DavidGilbert99 writes "According to research by the Hyatt Hotel group, one third of customers are already checking in at self-service kiosks in their hotel lobbies, eschewing the traditional route of the receptionist. This is indicative of a wider trend according to voice recognition experts Nuance who believe we simply never want to talk to a real human again, preferring the clipped, efficient tones of its Nina virtual assistant. Expanding this from mobile to now include the web means we could soon be living in a world where speaking to a real live human is the exception rather than the rule." When things go smoothly, I prefer the automated versions of many things (airport check-in, ordering products to arrive by mail, depositing a check); it's when things go wrong that voice menus and web sites just seem to make simple problems into complicated ones.
That only works if the human has some level of decision-making power. These days, many humans you interact with in a business context are essentially front-ends to the software. The computer says you are assigned to room #231, that's where you go: Because the computer also made sure that the cleaners were scheduled beforehand.
What happens if the employee does decide to upgrade you? They get fired, even if it's over something as simple as putting a few extra chocolate sprinkles on your food: http://www.walesonline.co.uk/news/wales-news/2012/09/26/mcdonald-s-fired-me-after-sprinkling-too-much-chocolate-on-a-mcflurry-91466-31904726/