Are you one of the many people yelling "Representative!" on your phone lately? If so, you are not alone. There is a new wave happening in the digital world of consumers: patience is wearing thin for automated customer support.
New data shows that we are approaching a peak in acceptance of cost-cutting automation. According to Google Trends, interest in searching for "live person customer service" is at an all-time high, as is interest in searches such as "talk to a real person" and "human customer support." What is clear is that the digital consumer is voting, and the vote is decidedly against the digital strategies corporations are adopting.
At the same time that businesses are racing to deploy generative AI to lower costs, consumers are actively seeking an exit from the automated experience.
The LiveOps 2025 Holiday AI and Customer Service report points out a widening gap between the strategy of businesses and the feelings of users: Only 17% of consumers wish to see an increase in AI use by companies over the next year, while almost a third (32%) of consumers wish to see a decrease.
The Efficiency Paradox
This creates a paradox for digital entrepreneurs and business owners. On one hand, automation is a requirement for scale. On the other hand, relying too heavily on Interactive Voice Response (IVR) technology has created a "customer trap."
Jason Long, founder of SupportMy.website says that even though IVR technology was developed to be efficient, it acts as a barrier to access for many consumers. However, Long adds that these digital walls are not insurmountable. Most enterprise-level IVR systems include "exit strategies," which are logical pathways that allow high-value or high-risk calls to bypass the IVR and connect the caller directly to a human decision maker.
Understanding how IVR technology works will enable consumers to bypass the bot and reach a human decision-maker.
Bypassing AI Technology with Three Different Methods
There are three methods consumers can use to bypass IVR and reach a human decision-maker. Each method is a direct result of the financial and accessibility logic embedded in the IVR system's software.
Method #1 – Triggering the Churn Risk Protocol
IVR support systems are tiered. Calls that ask for "help" will typically be directed to the lowest cost tier, which is the automated bot. However, IVR systems are designed to protect the company's revenue at all times.
To determine a call's priority, IVR systems consider the potential for revenue loss.
Therefore, if a consumer asks for a cancellation or retention instead of saying "support", they can potentially trigger a "retention protocol" that will bypass the general support queue and send them to a Retention Specialist, which is typically a human agent who is responsible for resolving issues quickly to prevent the company from losing a customer.
Method #2 – The Sales Trojan Horse
Most companies have segregated their inbound calls into two categories: cost centers (Support) and revenue generators (Sales). While cost centers are automated to reduce costs, revenue-generating lines are always manned by humans to generate revenue.
According to Long, the "Sales Trojan Horse" is a method that bypasses the support line completely and dials the line for "new customers" or "sales". These lines are usually answered immediately by a human. Once connected, the caller can tell the sales representative that they are having difficulty reaching the support team. Since sales representatives can internally transfer the call to the support representative's extension, the consumer can bypass the automated IVR system and go to the head of the line.
Method #3 – Using the Accessibility Defaults (the Mumble Method)
To comply with accessibility regulations, modern IVR systems must assist consumers with disabilities, those with poor accents, or those with poor internet connectivity.
If a consumer remains silent or mumbles when responding to the bot, the IVR system recognizes a "recognition error." Once a predetermined number of recognition errors (typically three) occurs, the IVR system will automatically switch to a human operator to prevent discrimination against a disabled consumer or a consumer with a legitimate connection issue.
The Bottom Line For Businesses
These are survival techniques for consumers; however, they are a red flag for business owners. As Long notes, "Just as fast as a bot can find what you are looking for, sometimes what you really need is a human - knowing how to get to a human who can make real decisions regarding your account is critical."
If your customers have to resort to cheat codes to talk to your employees, it may be time to review your automated customer service strategy.
Author bio
Jason Long is the founder and CEO of SupportMy.Website. He is a serial problem solver and entrepreneur with 25 years of experience in business building. Jason’s ventures range from agriculture to healthcare with a focus on web-based technology. He has extensive experience in software development and has operated as a developer, UX designer, graphic designer, project manager, director, executive coach, and CEO. Jason is also an experienced world traveler who regularly visits destinations worldwide and is passionate about community growth, social issues, fitness, and family.
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