Press one; Depress many

It is becoming increasingly clear that people want to have less to do with each other. In the process of becoming technologically advanced, I think we’re all becoming socially stunted. Person-to-person interactions are decreasing by the day. The Internet has obviously had the biggest hand to play in this situation. People need not physically meet to become friends. There’s no need to go down to the video store and ask the video-guy, while checking him out, which movie he thinks is 'worth the watch'. Even groceries can be bought online. One need not bother walking down aisles, looking for the perfect gift; no more worrying about if the gift’s wrapped right; no more having to go down to the post office and getting it parceled off to somewhere, when it can all be done with the click of a button.

As much as this has made life “easier” and gets things done faster with lesser hassle, what we’re missing is ‘the personal touch’. It may sound lame, but think about it. Do you appreciate an e-card more, or one that has been posted to you? Both gestures are sweet, but the fact that someone took some time out to pick out a card and fill it out makes you feel good, doesn’t it? These are the little things we’re losing out on due to technology.

The telephone is a marvelous invention indeed. To be able to keep in touch with people in completely different time zones is a great thing. But here’s what else it has done:

Before-

A: Hey! Let’s go over to the C’s today. We haven’t seen them in a long time.
B: That’s a great idea. Let’s surprise them!
A: I’ll get the keys.

Today-

A: Hey! Let’s go over to the C’s today. We haven’t seen them in a long time.
B: Hmmm. Maybe we should call them first. It would be rude to interrupt if they’re busy.
A: I’ll get the phone.

Speaking of telephones brings me back to the reason I started writing this post.

Customer service has sure come a long way, hasn’t it? At first, we interacted with humans. That I could deal with. Then, we interacted with machines that went “Press 1 for English, press 2 for …” and if you waited long enough after the message was done, the pause would be followed with a “To speak to an agent, press 0”. That I could deal with too. Sometimes you got an agent that was a machine-like human. That also I could deal with. Nowadays, we interact with human-like machines. And that I CANNOT deal with. It’s not only because of the fact that a machine mocks me with statements like “I did not hear/understand your response”, “If you want me to repeat the menu, please say yes” or “If you’re looking to have phone sex, you’ve got the wrong number”; but more often that not it never helps answer the query you have. Because if I wanted my own flight details, Delta, I’d look into my ticket!!!

All I want is to be able to speak to a human agent again. I don’t care if he or she has the temper of someone who’s just caught his and/or her lover in bed with someone else. The last time I had that opportunity (to speak to a human agent, I mean) was when I’d not paid my phone bill in three months. Oh, then they wanted to speak to me, alright. But I just let them deal with a human voice on a machine that went “Hey guys. I’m not available right now…”