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One Computer Voice Too Many

From: Laura Strickler
Length: 00:03:09

The automation of customer service sucks the personality out of everyday life. Read the full description.
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Piece Description

This is a commentary about the loss of human interaction from the automation of customer service. "Julie" the Amtrak automated voice has replaced 600 call center employees, so this piece is a "conversation" with her. It's also includes a gripe about how some companies charge customers to talk to a live agent.

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Review of One Computer Voice Too Many

This short, first-person essay uses humor to document why those annoying computer voice response systems are annoying in spite of the best efforts of companies to make them sound human (while saving the company lots of money.) Although the piece is light and chatty, it touches upon a number of serious issues like the replacement of human call-center customer service employees with programmed machines -- and what that says about a future where person-to-person business interactions become the exception rather than the norm.

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Review of One Computer Voice Too Many

I liked the new information in this, especially the revelation that train ticket booker 'Julie' is a robot! The script is funny, informative and tells us something about the human frustraton we feel in call centre queues.

The piece will slot easily into a magazine format or a longer news program, and though it is definitely an american piece, the subject matter gives it wider world audience potential.

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Review of One Computer Voice Too Many

Automation -- who likes it? It's fine to deal with when it works well. As the narrator points out, it's often a frustrating experience. This piece is a bit stiff in the first minute, but the payoff is rewarding. I expected a little bit MORE ranting. In the end, I was OK with not having to listen to someone complain and was treated to a sweet resolution.

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Broadcast History

Just graduated from the Columbia School of Journalism where I concentrated in radio.

Timing and Cues

Piece: 3:10 with intro
Incue: Last year I called my bank
Outcue: Thank you ma'am, you have a nice holiday