To treat the experience as a mini game, where the bot is your opponent. 

Your objective is to speak to a human being, and the bot’s objective is to prevent you from reaching a human being. 

Either way, when customer service is overwhelmed, whether you are talking to the bot or listening to the music, you are waiting.

Of course, you will be provided an option to speak to a customer service representative – if that happens, you win the game; the bot wins if you have your issue resolved without speaking to a real person, or get so frustrated that you hang up. 

The real KPI given to AI companies which built the bots is man-hours saved, anyway.

Thanks for reading The Low Down (TLD), the blog by the team at Momentum Works. Got a different perspective or have a burning opinion to share? Let us know at [email protected].