Like many of us, the Reddit user grew frustrated navigating through the numeric automated telelphone system menu and (perhaps like many of us) began cursing in frustration into the phone. Then something interesting happened: “[The automated voice] cut itself off in mid-sentence, apologized, and in about 10 more seconds I was talking to an Apple tech.”
The ability of an automated telelphone system recognizing the F-word isn’t a genius invention by Apple, though. It’s software built into the third-party Interactive Voice Response (IVR) system used by AppleCare. As TNW points out, IVRs “are often programmed to listen out for certain keywords that might indicate they are about to lose a customer. By monitoring calls and immediately connecting a frustrated caller, the company may be able to reduce the number of complaints [it] receives and retain the caller’s custom.”
But for those of you reading this who now think you have a hotline to a real AppleCare representative the second you call, you might want to think again. Despite the ability of the IVR to recognize profanity, shouting “F*CK!!!” every time you call AppleCare may not get you the results you hope to get for a few reasons. First, you look like a jerk with anger issues. Second, another Reddit user suggests that doing so won’t always take you to someone who can answer your questions. Instead it just might transfer you to an AppleCare “call director” who will apologize for making you wait and then transfer you back to the queue — something that might have you screaming “F*CK!” all over again.
[Image by Sebastian Fritzon]
Use the F-word to quickly reach a real person at AppleCare originally appeared on TUAW – The Unofficial Apple Weblog on Mon, 26 Nov 2012 11:00:00 EST. Please see our terms for use of feeds.