If you’re anything like me, perhaps you’ve considered that customer service agents are actually behavioral scientists, conducting some massive psychological experiment on you.
It’s like they’re trapping you into these endless cycles of confusion, repetition, and bureaucratic stalemating as part of some grand plan to measure how much systemic nonsense the average person can take—how long the average person can remain polite. I, for one, usually max out sometime during the third loop of hold music.
But of course, this theory gives the industry way too much credit. In reality, customer service purgatory is nothing more than the product of inefficient, outdated technology, engineered to ensure that customer service agents and customers will never get along.
This is precisely the type of thing that Humanify, a new startup emerging from stealth mode on Wednesday, is setting out to correct. Humanify, a subsidiary of the publicly traded company TeleTech, is building software products that enable businesses to track their customers as they browse the business’s website or mobile app.
Read more at wired.com.