Off work

I’ve been working at Bell for a little over a year now (well, except for 3 months off), but no more. Lots of turmoil as they restructure, and most contracts were ended. They were more than fair to me, giving me a month notice. Very nice group of people and I hope I get to work there again one day.

I worked for the IVR group – that would be the automated answering system that takes your call and directs you to the right agent, or, lets you serve yourself. Being in IT for so long, I found it wild working on a phone system. Whenever I had to test the system, I had to use the phone rather than a computer. It was a hoot. And I have to admit, it’s a lot simpler to test a phone system than an application in most cases (not all!!)

I really enjoyed learning how their voice recognition works. I found we would anthropomorphise – referring to the system as “she”. Very easy to do when you’ve given the system a female name and when you’re talking to “her” all the time during analysis and testing.

Now I have a better appreciation of how deal with voice recognition IVRs as a customer (and boy, do I get pissed when they don’t work well!) I’ve heard a few people complain about Bell’s system, but I can attest to the fact that they work very, very hard to get it to work as smoothly as possible.

Not in too big a hurry to find another job. Hey, it’s August!

4 thoughts on “Off work”

  1. Oh, definitely. Background noise is a big problem that’s hard to get around. We try to give a tone to get the customer’s attention (like a bling sound) at the start of the call, so they’ll pay attention, but it doesn’t always work. The system is set up to recognize a whole lot of key words. It will throw out everything but those key words. So you should be able to talk nonsense at it, and have a dog bark, but as long as you say some key words it should pick up on it. I’ve been amazed at what it can pick up.

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