Thread Subject: Live person standard
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From: Diane Golden
Date: Mon, Mar 26 2007 12:15 PM
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The current draft document has standard 1194.23 (c)(9) related to IVR which
reads --
Have an ?easy out? to reach a live customer service representative.
Thought you might be interested in proposed Missouri state law related to
this issue --
"A state agency that uses automated telephone answering equipment to answer
incoming telephone calls shall, during normal business hours of the agency,
provide the caller with the option of speaking to a live operator. This
section shall not apply to field offices, telephone lines dedicated as
hotlines for emergency services, telephone lines dedicated to providing
general information, and any system that is designed to permit an individual
to conduct a complete transaction with the state agency over the telephone
solely by pressing one or more touch tone telephone keys in response to
automated prompts."
Notice all the exceptions to the rule of having access to a live person,
specifically if the system is designed to be completely automated. I'm
still trying to decide if it is reasonable to require all systems to have
the capacity to access a live person if that is a feature that will not be
used becuase the system is operational outside of normal business hours, it
is a system designed to be 100% automated, etc.
Diane
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