Who ARE you talking to?

[mouser.livejournal.com]

Incoming tickets from end users seem to come in two flavors: "I'm talking to a computer" and "I'm talking to a person"

I'm not sure which I prefer, or what it means yet on the type of person submitting it. I do know I get yelled at more by those that think they're submitting tickets directly to computers...

Comments

[antikythera.livejournal.com]

If they yell at you, and then say they thought they were talking to a computer, I'd call bullshit. They yell because they think they can get away with it, and then feel guilty when they get a human response.

[mouser.livejournal.com]

I guess I was unclear. (glances up) (rereads post) (re-re-reads post)


Case study #1: User submits ticket. Phrasing is "I'm sending this to a fellow human being." When called to follow up, user MIGHT be a rational human, or at least they MIGHT be polite.

Case study #2: User submits ticket. Phrasing is "I'm sending this to machine." When called to follow up, user is always psycho raving insane.

Discuss.

[tecknow.livejournal.com]

Whenever I have to grade homework posted online, I get some of that, even within a computer science department. It seems most people don't have any grasp of what is or isn't possible/likely with computers.

[tuba-man.livejournal.com]

Case study 2: User does not deserve to talk to people. Solution: Tech support should attempt to help user, but is not obligated to listen to user. Write voice dictation/text-to-speech script that randomizes voice used to respond to caller. In unusual circumstances: attach said script to IM interface.