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clbullar@i... (Bullard, Claude L (Len)) writes: >The question is, if possible, by what means and in which cases can >one obtain an automated service that has the QOS rating of a >human service? I'm working on automation for basic XML processing - things like missing entities, etc. - and I think there are reasonable approaches to reducing repetition while still keeping the human component involved and interested. The software can't be a locked box expected to run on its own; it needs to have an interface to humans to deal with cases it doesn't understand, often because they weren't expected by the designers. Walter Perry talked a long time ago about building systems which run fine with what they know but are willing to ask a human for help when they run into circumstances they don't understand. I've thought of this as "human exception processing" of a sort, and I guess that survives in the automated phone systems as the "Hit 0 when you're completely frustrated". It's a model I'm trying to build into all my programs going forward, as one aspect of making interactions between humans and the computers processing their data friendlier if not necessarily simpler. On the phone issues, I called up IBM the other day with a problem I thought was simple (changing credit card numbers on an order), but it took three people to take my information and I still don't have a confirmation email. I'll know what happened when I see the bill, I guess. -- Simon St.Laurent Ring around the content, a pocket full of brackets Errors, errors, all fall down! http://simonstl.com -- http://monasticxml.org
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