Z-Tel Online Customer Service Takes the Turing Test

You Be The Judge!

Please wait for a site operator to respond.

long pause...

You are now chatting with 'Randy'

Randy: Hello. How may I assist you?

Johnny: Hello, Randy. My home phone number is XXX-XXX-XXXX.

long pause...

Johnny: heh. Seems like "live" person is an overstatement.

long pause...

Randy: How may I help you?

long pause... this is where I start to get suspicious. Note the repeated question.

Johnny: I just received a bill for Ztel, for a billing period that *began* a week after I stopped being a customer.

Johnny: :)

Randy: Please bear with me for a moment while I review your account.

long pause... or PROCESSING?!?!

Randy: Your billing is correct. You were credited for the time you did not have Z-Tel service on the latest invoice.

Johnny: It shows that I was credited $12. Then it asks for $247 for the period of January 19th-Feb 20th

Johnny: My Ameritech bill is for the same period, with the same calls and everything.

long pause... in a darkened closet in Delaware somewhere, das blinken lights indicate the furious calculation of the solution to my problem.

Randy: Please fax a copy of the Ameritec bill to 1-888-343-1319 ATTN: Randy

Randy: Randy(1820)

Johnny: Sure! Will that resolve the situation?

Randy: Yes, I can then review the 2 bills and issue the appropriate credit.

Johnny: Thanks, Randy.

Randy: You're welcome

Randy: Thank you for chatting with Z-Tel.

I decide to apply a little test.

Johnny: a/s/l?

Randy: No personal information can be given.

Aha!

Johnny: .oO(I just know it, I'm chatting with a machine)

Randy: No machine, just business related information.

ME NO AM MACHINE. ME HUMAN, WITH COMPLEX BIOLOGICAL FUNCTIONS LIKE HUMAN. ME HERE TO SERVE YOU, CUSTOMER. ME HAVE HUMAN DESIRE TO PLEASE.

I apply the final test:

Johnny: Randy, how does working in customer service make you *feel*?

Randy: Is there anything else I may assist you with today?

Johnny: Nope. I think I got my answer. Thanks!

Randy: You're welcome

Randy: Thank you for chatting with Z-Tel.