businessman making thumbs up
An automated attendant is a computerized system that answers phone calls and plays a pre-recorded message for callers. This pre-recorded message typically provides the caller with a list of options and allows them to select a preference via the touch-tone telephone keypad or, in some cases, by speaking into their telephone. Based on the information the caller provides in this way, the auto attendant routes the call to the appropriate extension. In some cases, auto attendants also provide the option to contact a live operator.
Years ago, when a person contacted a business, they would contact a live person who would ask them questions and route their call. If the person available to receive calls is busy, the caller may be put on hold or have to call back at a later time. Some companies employed many different people to answer more calls and provide help faster. Today, however, many companies use automated attendants to answer their customers’ calls. These computer systems perform the same basic tasks that a living person would do and route calls to other extensions.
Like live operators, auto attendants rely on caller input to route calls correctly. Often, each choice a caller can make is associated with a number on the keypad, and the auto attendant provides a menu of selections for callers to choose from. Some are also capable of recognizing simple voice responses. Many of these systems also allow callers who know the extension number of the person they want to reach to enter it immediately, rather than listening to each menu selection. Also, some allow callers to say “operator” or dial a specific number to speak to a live operator.
While automated attendees can be convenient, they’re not always welcomed by those who use them. Sometimes customers and clients of a company using an automated attendant are frustrated or even irritated by the challenges it presents. For example, in some cases, the selections presented do not meet the caller’s needs, or the system may not recognize the caller’s request. Sometimes the caller can make a mistake and press the wrong button and have delays in forwarding their call. A person may even find an automated attendant frustrating when calling about an urgent matter and experiencing delays in getting help due to the computerized system.