I read an interesting article the other day concerning a reporter’s attempts to determine whether the person who had called him about some sort of a sales offer was a human or a computer. Though the caller was able to respond to questions such as “are you a robot?” appropriately, the responses were eerily canned and mechanistic.
After investigating, the consensus of the experts he spoke with was that the caller was a cyborg—a human using a set of prerecorded phrases to make a sale pitch, acquire information and answer questions. In regulated fields, such as securities sales sand fair debt collection, what is said during a call can be very important. Having canned phrases is a way to avoid trouble and ensure consistency and quality.
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