Re:Chatbots were the next big thing: what happened?
by _jal on Friday June 08, 2018 @11:15AM
(#17266230)
CLIs, though, serve a different market. I put them in the 'professional' box, alongside Autocad and such; yes, these tools are built with the assumption that the people using them have experience using them.
IVR, is supposed to be 'intuitive' or 'natural' or however one's preferred marketing dialect describes it. The assumption is usually flipped - that tools are supposed to assist those ignorant of their use[1].
It has been a long time since normal users have been expected to use a CLI. If you're looking at one, you choose to. This is not at all true of IVR/Sirlextana.
[1] Of course, they don't serve the caller, they serve the robot's owner, so interests are only aligned to the extent the robot efficiently helps the caller with their goal, which adds an additional layer of opportunity for frustration.
IVR, is supposed to be 'intuitive' or 'natural' or however one's preferred marketing dialect describes it. The assumption is usually flipped - that tools are supposed to assist those ignorant of their use[1].
It has been a long time since normal users have been expected to use a CLI. If you're looking at one, you choose to. This is not at all true of IVR/Sirlextana.
[1] Of course, they don't serve the caller, they serve the robot's owner, so interests are only aligned to the extent the robot efficiently helps the caller with their goal, which adds an additional layer of opportunity for frustration.