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Immigration Reform May Spur Software Robotics
dcblogs writes "The Senate's immigration bill may force the large offshore outsourcing firms to reduce their use of H-1B visa-holding staff, forcing them to hire more local workers and raising their costs. But one large Indian firm, Infosys, will try to offset cost increases with software robotics. Infosys recently announced a partnership with IPsoft, a New York-based provider of autonomic IT services. With IPsoft's tools, work that is now done by human beings, mostly Level 1 support, could be done by a software machine. Infosys says that IPsoft tools can 'reduce human intervention.' More colorfully, Chandrashekar Kakal, global head of Infosys's business IT services, told the Times of India, that 'what robotics did for the auto assembly line, we are now doing for the IT engineering line.' James Slaby, a research director of HFS Research who has been following the use of autonomics closely, wrote in a recent report that the IPsoft partnership may help Infosys 'reap fatter margins by augmenting and replacing expensive, human IT support engineers with cheaper, more accurate, efficient automated processes,' and by improving service delivery."
As I recall a senior member of the BSI telling me when I was working on a research project that went towards the development of BS 5750 AKA ISO 9000. Sounds like Mr Kakal doesn't really understand either IT or Production engineering
This story tells me nothing.
helo, this is Peggy, press CTRL+ALT+DEL to continue this call
Indeed, "Have you tried turning it off and on again?" sentence can be read by any automaton, if you call their outsourced helldesk.
There is no light without darkness.
Voice based customer support sucks and some times you have to get to a real person to get stuff done.
I think that's called software. No robotics needed.
Mad Software: Rantings on Developing So
Both Wipro and Infosys are the worst in terms of H1-B visa abuse and should not be allowed to operate in this country.
http://profit.ndtv.com/news/industries/article-us-senator-accuses-infosys-wipro-tcs-of-abusing-h-1b-visas-321282
But, unfortunately they're connected with Washington's elite and throw money around in DC to keep things like the H1-B program alive. Remember that during the next election cycle.
Harrison's Postulate - "For every action there is an equal and opposite criticism"
If H-1b visas are being requested for level 1 support jobs, the FBI should investigate the requesting companies for fraud.
Seastead this.
We already have "knowledge bases", "community support", and support outsourced to Far, Far Away. Microsoft did some work with Bayesian statistics to find out which questions a support tech should ask first. Much software already "phones home" to send trouble reports and crash dumps. There's been some good work on automated crash dump classification, to group similar crash dumps together and send them all to the same maintenance programmer.
Ironically, it'd likely work just as well as hiring Indian help-desk staff.
I suspect Infosys (an Indian company) will likely end up stabbing their own jobs market in the gut with this one, should it take off.
Quo usque tandem abutere, Nimbus, patientia nostra?
Hugo award winner:
https://en.wikipedia.org/wiki/The_Cookie_Monster_(novella)
Most of it is available here:
http://www.analogsf.com/0310/cookie.shtml
Sphinx of black quartz, judge my vow.
If I pickup the phone and it's a computer calling me, I hangout and block the number.
If I call into a system and it's automated I just mash the keys until it gives up and puts me through to a human.
I am a paying American customer. I am a human being and if you want to do business with me you had damn well better put a human being on your phone lines, otherwise fuck you.
go away, I have replaced you with a shell script. A small one.
I think a bounty program where American citizens earn $1000 per illegal immigrant captured alive and $500 for every illegal immigrant killed sounds fair.
All the force on K Street won't matter if Wipro/Infosys/etc. and their lobbyists have a very bad day with the explicit disclosure of why. Just explain to the public that their fraud and all their misdeeds (public and otherwise) on national television if someone complains. It's a desperate measure, but someone brave enough to do it would gain the confidence of millions of US citizens defrauded out of jobs; it would be the "Icarus falling out of the sky" moment for the abuse of guest workers of any skill level.
It just takes one Trojan Horse of a President to get in and do the deed.
Twitter supports and protects racists - by smearing their critics with the "Hate Speech" label.
If you think that's bad, try getting help on a server issue when you're not a Verizon customer.
Back in 2006, I was working for a DoD contractor, and discovered that our order emails to suppliers were bouncing as spam if it went to a Verizon address. We tried for a solid week to call everyone we could possibly find at Verizon that could help, but either got stonewalled, referred to some useless person, or (most often) shoved into the standard customer tech support queue. Mostly we were treated like either a social-engineering attempt, an idiot, or something similar.
Thing is, my employer ran the EMALL website, which all armed forces used to order anything which wasn't an actual weapon. Our index was bigger than Amazon's
Finally, I gave up and spoke with the managers at DLA (Defense Logistics Agency), laying out the problem to date. We then put out a system-wide notice to all DoD suppliers that if they wanted to sell something to the military, they'd damned well better use something other than a Verizon email account. Two weeks later, Verizon came out of the blue, desperately calling us asking what they could do to help us out. Turns out they weren't fully RFC-compliant at the time; they fixed it pretty quickly once they realized that a lot of their DoD-supplier customers were suddenly asking them how much the contract ETFs came to.
Sad part is, if my employer was some tiny company in BFE, there would likely still be a problem with the damned thing.
Quo usque tandem abutere, Nimbus, patientia nostra?
"With IPsoft's tools, work that is now done by human beings, mostly Level 1 support, could be done by a software machine."
Software Machine? From my experience most first level support could be replaced with a batch file or python script. 99% are just following a script, or worse, just act as some sort of very faulty speech-to-text interface for turning a phone call into text in a ticket and tossing said ticket over the wall to the next level of support.
I browse on +1 so AC's need not respond, I won't see it.
But on the upside, we the customer, will be able to understand the bots MUCH easier than we currently can the Indian named "Bob" on that support call.
Light travels faster than sound. This is why some people appear bright until you hear them speak.........
Take away all the dishonesty and watch the cost "differential" evaporate into thin air.
In addition, those guest workers are sought for having the status as indentured servants, something not associated with citizens in the properly functioning (and non-distorted by guest workers/illegals) job markets of First World countries like the US.
A few decades ago, McCarthy would have rightfully put you and these companies in their place for siding with enemies of the United States of America.
Twitter supports and protects racists - by smearing their critics with the "Hate Speech" label.
We need more automation in general.
I know this means some low level jobs evaporate. But it also means companies aren't having to pay for those jobs anymore which means their priorities will shift to getting trained labor. And that means either companies will start focusing more on actually training their own labor a bit more which they can afford if they're not paying for low end labor. Or the universities will at least get somewhat competent at preparing people for the work force.
People whine about automation but its pointless. Its the future. Deal with it.
I've decided to stop wasting my time responding to AC trolls/sockpuppets... so if you want a response from me... login.
Compared to most level 1 tech support I have dealt with, I would rather talk to a bot.
I am not your blowing wind, I am the lightning.
Foreign programmers are willing to do the same job for less money; where's the "dishonesty"?
The workers Maxo-Texas was referring to are short term visitors that find out customer needs here and then go back to their home country. Where is the "indentured servitude" there? Even H1-B workers have the option of quitting and leaving any time they want; it is a temporary worker program, after all, and people signing up for it have no expectation of staying.
McCarthy was a moron. Fortunately, the US realized that free trade and free international competition was in its own security and economic interest, and we have prospered because of it.
Would that be the cheery bright blue of a tv with no signal?
the preceding comment is my own and in no way reflects the opinion of the Joint Chiefs of Staff
Wages are leveling out.
My main point of irritation is that I can't legally buy movies, medicine, software development packages, and many other products for the extremely low price the same corporations legally sell them to indians and chinese for.
I have to pay $19.99 for a movie selling legally in china for $2.49.
I have to pay $5.00 a day for blood pressure medication selling legally in india for 10 cents.
It's ILLEGAL for someone to buy a bunch over there and ship it back here and sell the movies for $3.49 and the pills for 20 cents (100% mark up).
A few years ago Microsoft was GIVING development suites to indians free while I had to pay $750 for the same product.
Indian wages (as of novermber 2012) were going up 20%. China is seeing 12% to 100% annual wage inflation.
It's been a long painful walk, but sometime in the next 4-8 years it won't be worth it to offshore any more. These automation programs are a leading edge. Infosys also is trying to rebrand themselves from being a company that sells legions of code monkeys and grunt programmers to a company that sells managers and ceos. That's also a sign of the increasing wage structure.
I was lucky. I lived on half of what I made since 2000 and I was able to retire early. Now I do massage therapy, draw, and paint for fun. I'm looking at doing some programming for fun but haven't done so yet. Either Libreoffice (I read they are friendly), or Android (for my dnd game), or some kind of board gaming table software.
She was like chocolate when she drank... semi-sweet at first and then increasingly bitter.
, work that is now done by human beings, mostly Level 1 support, could be done by a software machine
MUAHAHAHAHAHAAAHAHAHAHA. Oh, sorry, you were serious. Oh well, MUAAHAHAHAHAHHAAAHAH!!!!
On a serious note, those of us who are in the knows, who have done some type of IT work, we know that that is bullshit. Tier I support has never been done, and can never be done with a IVR system.
For example, let's consider IVR systems, which is where these supposed "software machine" silver bullets can fit in. Call your cell phone or cable provider, and you will see that at most, what you get is an IVR system that leads you to an specialist (or sometimes someone who is reading a script of instructions) after the IVR has tried to collect some basic problem description that, in theory, helps facilitate the specialist.
That is all.
Let's call the IVR system a Tier-0 support system (or more appropriately, a routing system that takes a customer to actual Tier I support.) That is all. It's only when a human being in Tier I support fails at resolving the issue, that Tier II and Tier III get summoned. One would have to create one hell of an expert systems to barely begin to mimick Tier I support for the general-case type of problems.
All you would do is piss the customer. Case in point, look at AT&T and Bank of America, and other cell providers. They are phasing out IVR systems (or severely reducing them) in favor of actual human beings (couple that with a minor shift away from offshore call centers, but that's another story.)
And that is just for mundane tasks.
'what robotics did for the auto assembly line, we are now doing for the IT engineering line.
Yeah, because IT is like pulling levers or flipping burguers (no offense, since I once pulled levers and flipped burguers.)
Serious question: Do they even know what the hell robotics mean?????
I bet they actually do but they are simply latching to the next buzzword (since manufacturing and robotics are the hot pancakes of the day), hoping for the next business-type offsourcing dumbass to actually fall for it.
Up next on Fox News, they invented software-based monkey coders (and thus circumvented Turing's Halting Problem.)
That's because Bob in India only needs to understand "Repeat Again". It's the only thing he ever hears.
Most people who are still coming to USA fall in two categories. Some of them still love the freedom, opportunities and the general law and order and free markets etc. The other set is people who did not make the top cut in India, so trying to improve their chances by adding American experience to their resume.
Pretty soon all the goodwill earned by the top notch graduates from IITs, IISc and National Institutes of Technology, in the 1990s and early 2000s would have been totally spent. May be it has already happened. Now the fresh Indian H1-Bs are often seen as malingering, incompetent but with highly inflated ego. So even if the H1-B quota is raised to infinity, if the American corporations wise up, most of these visas will go unused. But Corporate America has to wake up first.
sed -e 's/Chuck Norris/Rajnikant/g' joke > fact
And should also work better than all the lazy American, European, Asian....(add ethnicity, nationality here) bums. I don't understand the racism on these forums. If you think you are smart, there are people smarter than you in the race you are criticizing.
Ironically, it'd likely work just as well as hiring Indian help-desk staff.
Better.
Have you tried turning it off and on again ?
Anyone reading a damn scripted card from a flow-chart flip-book system can be replaced by automation. I think the only thing still holding it back and keeping those jobs in place is voice recognition.
Voice reco is getting very good these days, but that doesn't mean that its going to solve the problem of being read a script from a flip book.
The script is there to allow the "tech support" to offer something they call "support" without having to know a single thing about what equipment or software you have, and what it is used for. These people are totally clueless. It would be easier to put the entire thing online.
But that still leaves you with a script-bot that has no insight, no ability to pick up on a nuance ("My tv only works in the evening") to understand that there is nothing wrong with the TV other than the fact that it was plugged into a switched outlet intended for a lamp, and the wall switch was off during the day.
If you don't have humans with some knowledge in the loop there is no way to even improve the stupid script.
Sig Battery depleted. Reverting to safe mode.
Hmm, so H1B's go to the best and the brightest 1st line support engineers that can be replaced by software, really?
Being dumb, being incompetent in the job but being street smart etc are kind of universal. You find all kinds of people in all castes.
You could be the typical troll who incites a brahmin-non-brahmin brawl in threads in soc.culture.indian. Typically almost all the threads there end in such a brawl. The Indian version of Godwin's law is, once the thread mentions brhamins vs non-brahmins, it is time for sane people to kill the thread and leave.
sed -e 's/Chuck Norris/Rajnikant/g' joke > fact
People with poor skills are able to lie through their teeth and come in here because the good ones are staying back.
I don't get IIT resumes any more. Now a days I don't even get Region Engineering Colleges, NIT resumes either. It is all no name engineering colleges with unpronounceable (even to me) engineering colleges from godforsaken hinterlands of India. Talk to graduate school admission officers in top American Univs. How much the inflow from IITs to do Masters/PhD has dwindled.
sed -e 's/Chuck Norris/Rajnikant/g' joke > fact
Don't bother trying to educate a bigot. I hate the H-1B program as much as the next American, but I abhor racism. Also, somebody please mod the GP down to -2.
Not that it's technically impossible, but when people have a problem they want to speak to a person and not a machine. Even the simplest problems, like password resets, can be complicated if there's any kind of security policy in place. We have a choice of telecom LEC and CLEC in our area and the CLEC gets out business almost every time (they'd get ALL of our business except, as an organization, we prefer to have some diversification in vendors.) The CLEC gets so much of our business because every time we call them with a circuit problem (which is quite rare anyhow) we get a live person straight away who routes the call for us. No menus, no guessing. The CLEC knows what people expect and they give it to them. That CLEC, by the way, is Cox Communications.
Infosys might want to focus on the implementation of better processes so that fewer level 1 calls are made to begin with.
then why do we have the problems in the first place?
Seriously, if the problems are that easy to solve, then why aren't they pre-emptively detected and repaired by some of the bloatware installed on enterprise machines these days?
I strongly suspect that this will simply be slightly more sophisticated automated call routing with voice recognition - in otherwords, just a way of delaying the costly, but still inevitable, point where one needs to talk to a human with a clue (i.e. knows where to route the ticket).
As most of us are aware, the standard IT support strategy for the truly meaty problems is simply to delay, delay, delay, until the customer gives up and goes away. Certainly, that's how HP does it (using well-meaning Indian, Malaysian, Costa Rican, and Bulgarian staff who don't have the authority to actually investigate problems).
if he doesn't want to be sued for making false statements regarding his company's outlook, since Infosys is a public company and no one, including Infosys is going to do for IT what manufacturing did for the assembly line.
Programs (robots ) can't write bespoke programs or even troubleshoot existing ones better than say LINT and realistically are as far away from that goal as human-level general cognition type AI has always been, which is to say a it's still a mere pipe dream.
It's not like there aren't teams who periodically assemble with some new way of automatically composing programs from, say, existing components, or from VERY descriptive descriptions - little languages- of the program to be written or within some VERY VERY limited domain. In fact, there is always a new run at this being made somewhere and while it's sucked up more than it's fair share of VC fumes , it's never delivered on jack squat.
So if this jackofff is thinking he's making a credible threat to Congress in response to being told he can't dump (crappy, underpaid ) labor on the UIS market, then please, Congress, rest assured this is the very emptiest of all empty threats.
If this slumdog-millionaire style greasy-haired dirtbag is thinking he's making a forward looking statement to investors then he's going to want to avoid a possible shareholder lawsuit by accurately qualify his statement with just how many decades- and that would be no less than ten- before anything like "IT robots" amount to more than
"...push or say 'one'... "
I agree that it's irritating. But I don't think it's rally all that serious. Differences are mostly for patents and copyrights, and those will go away as wage differences disappear.
I don't think it's been painful at all. We're actually much better off than we used to, and the fact that the Chinese and Indians have developed as well as they have makes us all a lot safer.
That's not luck, you were prudent. More people should be like that.
Well, more free trade and lower import duties would be nice.
The economy doesn't work that way; rather, as the Chinese get richer, they'll have a larger share of the world economy until we eventually reach an equilibrium. And as borders and trade become more open, it will matter less and less anyway.
To paraphrase:
go away, I have replaced you with a shell script. A small one.
For example, echo "Closed, WONTFIX" could replace some programmers.
Ezekiel 23:20
Then I apologize for calling you a racist, but you're still a bigot, regardless of the details.
To understand this, you need to talk to your parents or grandparents generation where they paid enormous attention to their clothes. My Italian American colleague, son of an immigrant, recalled that his dad used to pack his work clothes in a case and wear a shirt, tie and trousers to ride the buses to the factory where he would change to his work clothes. And change before leaving the factory. For him to be seen in his oil stained factory denim trousers and denim bib was infra dig. I have seen pictures of foremen ridiculously wearing a tie a shirt and a hat, completely drenched in sweat looking miserable overseeing a mass of workers stripped to the waist manhandiling girdirs or railroad ties etc. For them that tie is a status symbol worth all the misery of wearing one!
sed -e 's/Chuck Norris/Rajnikant/g' joke > fact
It has nothing to do with racism, as you imply. The stereotypical out-sourced help desk is staffed by people unknowledgeable on the topic and reading from a printed script. Asking anything off-script will derail the staffer, and a robotic script would be no worse. The script would be better in that it can't get flustered, and cannot go off script, at least that's the supposition. I'm sure "Indian" was used since the companies referenced in TFA are... Indian.
The cesspool just got a check and balance.
I wonder if the current drones will be asked to stay on to help train their new robotic replacements?
Why not just sell them into slavery while you're at it?
It's not racism to point out that tech support outsourced to India provided to American customers is generally poor, mostly because of language issues. Repeat after me: that is not racism.
Jesse Jackson loves (and makes a living on) people like you.
"Those who consume the bulk of goods are those who make them. We must never forget this secret of our prosperity."
Where are my mod points...
"Those who consume the bulk of goods are those who make them. We must never forget this secret of our prosperity."
the worst part is that most level 1 tech support doesn't either.
the even worst part is that like auto workers, this is going to destroy a fuckton of tech jobs putting the rest of the industry on notice.
Actually, this scheme to appease the dumb masses by reducing H1B visas will simply encourage U.S. companies to set up offshore development centers.
-- Jimtown Kelly
That would just depress wages further. How can anyone compete with someone who is coerced into doing the work for free?
Then again, globalisation seems to be driving the entire world into "elites" and "wage-slaves", so we are pretty much there already. Just that it isn't as blatant as slavery was back then, and we are still in the process of transformation (if your salary is going down in real terms, while others are making money hand over fist, you can safely assume you will be eventually falling into the "wage-slave" category).
If you thought Arizona was bad enough, start thinking if about every state (to some degree) starts responding to China like that state responds to illegals.
While foreign programmer are willing to work for less money, they don't work for a lesser lifestyle.
They work for less freedom - the amount of freedom that a business wants US citizens to have, but cannot have courtesy of protections.
It just costs less to live at the median level in India and China than it does in the U.S.
Unlike the US, those backwaters are filled with junk products and bad infrastructure. In addition, living conditions are worse off than the US.
As Maxo-Taco said, where would companies like Walmart or Target be if China and India could sell directly to the public?
Since WMT is already an arm of the PRC after the pro-American founder died, you're already looking at it.
Imagine that you bypass Amazon and buy directly from China. DealsExtreme does it very cheaply. Walmart and Target are the real constituency of your senators and congressmen.
You get a lot of unreliable products - with inconsistent quality - that are shipped very slowly and might as well be an IED by manufacture.
The time's coming when American retailers and businesses will be completely bought out or displaced by Chinese companies as will the management that runs those companies. Then the wailing and gnashing of teeth will begin.
Followed by literal tons of dead Chinese that made the mistake of crossing to the United States - with nobody caring to prosecute (or surviving the attempt). If you want a possible scenario, think of Red Dawn, except with the Chinese in play. Same kind of threat, same kind of response.
Twitter supports and protects racists - by smearing their critics with the "Hate Speech" label.
I don't think it's been painful at all. We're actually much better off than we used to, and the fact that the Chinese and Indians have developed as well as they have makes us all a lot safer.
Faust got a better deal for losing his soul.
Things are worse for gutting our own industries - in ways not seen before at this scale. Inviting hostile Second and Third World countries has made the world less safe given their predisposition to making things more dangerous and less free.
Twitter supports and protects racists - by smearing their critics with the "Hate Speech" label.
Well, more free trade and lower import duties would be nice.
Not as long as any US citizen continue to be harmed. Not as long as any fraud is committed by any business that shows their contempt for free US citizens.
The economy doesn't work that way; rather, as the Chinese get richer, they'll have a larger share of the world economy until we eventually reach an equilibrium. And as borders and trade become more open, it will matter less and less anyway.
The more one forgets about the trees around oneself while looking at the whole forest, the more likely that one will see their own fate ended by a nearby falling tree.
If anything, the US should return to a policy that contains the Second and Third World nations - instead of using them as leverage against US citizens looking for work.
Twitter supports and protects racists - by smearing their critics with the "Hate Speech" label.
What entitles businesses to have a better status in the world than the people that work for them? Why should the United States have to bow before the world in order to prosper?
You seem to want some kind of guarantee of long term stability, but that doesn't exist in an era of rapid technological change. On the other hand, you also seem to think it's a disaster when the current jobs disappear, but it isn't.
Why should long-term stability not exist along with technological change? There are plenty of people that do better when long-term stability is guaranteed them - and through forms of labor that allow them to fully use their potential.
To simply sweep people under the rug and to believe on blind faith that *something* else "not seen" will come is to make things worse off.
And you're blind to what's actually going on in the economy; for example, you think only in terms of manufactured consumer goods, when America's manufacturing sector is bigger than ever, but happens to be making higher value products that you don't really see. [derp redacted]
Doesn't matter when it makes unreasonable skill demands and doesn't care to use the people that already exist within the manufacturing sector.
We just don't know what the jobs are going to be in 30 years, but there will be lots of jobs and they will be filled.
Immaterial given that you simply want to brush off the people of today while looking way far off in the future.
And if more people were to stay at home to raise a family because one parent's income is enough for all their needs and wants, like they used to, all the better; we don't actually need to reach 100% labor participation rate or have lots of two person households working.
Surrender your citizenship, go to the EU or some Third World hellhole, globalist.
Twitter supports and protects racists - by smearing their critics with the "Hate Speech" label.
It's not racism, it's just a sad fact and here's my experience.
For several years I worked as a Software Engineer at Xerox in the UK and we survived for 3 years after the global economic crisis hit in 2008. But management, always looking to save a few percent on the Engineering budget every year (despite always breaking even and returning to profit), finally cut it to below a level where they could continue to fund us as a cohesive unit, so they did a deal with HCL where we were all transferred to HCL who could do the work for the price (allegedly) and provide more engineers!
So HCL's plan was to take as many of us as possible off the Xerox work and to replace us with Indians, sending us newly-acquired, expensive staff to do contract work for better-paying customers (many miles from home for months at a time).
The HCL CEO sold the story that Westerner engineers are spoilt, lazy and ignorant, compared with intelligent, diligent and self-motivated Indians.
What HCL provided was very young, inexperienced and very poorly-paid Indians, perhaps straight out of university, to acquire knowledge, pick up work and to train off-shore teams of similarly-inexperienced staff.
Nothing was impossible. They were instructed to say "yes" to everything.
They were posted here for 3 months at a time, often expected to assimilated decades-worth of institutional knowledge in that time and to work all the hours god sends.
You see, they were brainwashed that everything is possible if you just try hard enough and that success is entirely down to the individual. Managers wielded metaphorical sticks, and let me tell you, they had the pointiest hair I've ever seen.
This is "empowerment."
If you don't succeed, it's because you didn't try hard enough. Not that projects were completely mismanaged...
So these poor young men and women, being paid a pittance and with no living expenses for being in a much more expensive foreign country, were apart from their families for several months at a time and living in tiny rooms, expected to work night and day, to do the work of entire teams of people who'd taken a decade or more to learn their craft and getting shouted at and lied to by their management.
That's the reality, so cut these poor guys a bit of slack. It's not their fault. It's the fault of The System.
Stick Men
I dont care who jassie jackson is but I am sure lazy bums like you use steriotypes like these to hide their incapabilities
US citizens aren't being harmed. America pushed the agenda of free trade on the rest of the world because it is in our interest. The protectionist bullshit you are spouting is what has gotten Europe and the rest of the world into trouble time and again.
We haven't "gutted" our industries; US manufacturing is stronger than ever before. It's just that other parts of the economy have grown even faster.
The world is safer than ever before: there is less violence, fewer armed conflicts, much leas threat to US interests, and less hunger.
If you start with delusional beliefs about the world, it's no wonder that you have all sorts of conspiracy theories to explain them.
Are you daft? Do you not understand that it is not racist to point out the fact that many Indian tech support representatives are difficult for native English speakers to understand? If I tried to speak their native language, they'd probably find me hard to understand too. That's not racism! Think for yourself!
"Those who consume the bulk of goods are those who make them. We must never forget this secret of our prosperity."