Re: Had me for a second there
Alas, no joke. Quote from their website (snapin.net):
"SelfService Care is a powerful, cost-effective alternative to the IVR or Web self-service. SelfService Care intercepts customer care calls by diagnosing problems and offering a solution, all without the involvement and cost of a live care agent - saving millions every month, and a user experience that is easier and more convenient than any other method of providing customer support."
Actually, it might well be that the "user experience" is really more "convenient" than talking to a call-centre agent in some location where they are genuinely unable to speak intelligible English. Anything north of the Midlands, for example.
Some years go I had to talk to my bank (who is proud of using only British call-centres):
Agent: "kjh kjsfdl lawjfw ejl?"
Me: "Sorry, could you repeat?"
Agent: "jas lkdjsf sfldkjsdfl asldjka?"
Me: "Sorry, I still didn't get it. Could you repeat again?"
Agent: "slkdj sdlfjksdlj sdf klsjdfl sdjf?"
Me (non-committal): "Yes (?)"
Agent (angry): "NO. YOUR BIRTHDAY."
Give me Indians any day.