[XML-DEV Mailing List Archive Home] [By Thread] [By Date] [Recent Entries] [Reply To This Message] Re: XML-based Automation (Was: Zen or Games?)
In a message dated 26/06/2003 18:16:53 GMT Daylight Time, grimlinda@e... writes: OK, after my rant on automated voice systems, let me play devil's advocate for just a moment- not sure my heart's in it, but I'll give it a try. Linda, I don't think anyone claims that human judgement is free from flaws. Or huge mistakes. But one aspect of human judgement / behaviour is that, at some point, the human can often be encouraged / brought to realise the implications of what they are doing. For example, Tony Blair is having a hard time in and around the UK parliament for "Blair-faced lies" ... oops, creative interpretation ... that found their way into the various Iraq dossiers. A similar (beneficial) process is (usually) operative when you deal with human customer support. You can shout, wheedle, ask to speak to a supervisor etc etc. Or just ring back in the hope of getting someone less incompetent. The key pressure-release valve for the user/customer is that a human can (usually) be brought to vary its response depending on the data you feed it or the method of feeding it the data. The assumption ... should that be "the arrogance"? ... of many automated systems, XML-based or otherwise, is that all angles are covered. Inevitably that means that it is assumed there are no significant edge cases. So, often, the perception is that no fall-back mechanism is needed or provided. So the customer becomes more and more and more frustrated if their circumstances do not meet the "standard" scenarios. Andrew Watt
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