My doctor decided that I have to do another heart test.
I went with his reference to the Heart Institute, hoping to schedule the test.
I approached the clerk at the reception and told her that I have a reference from my doctor.
“We don’t schedule tests”, she told me. “You should phone the call center.”
I found a free chair nearby, sat there and phoned the call center. After going through several stages with the bot, I had a woman on the line. I told her what test was required.
“No”, she said. “I can’t schedule this test for you. You can only schedule it directly in the institute.”
“Well”, I told her, “In the institute they said that I must call you.”
I crossed the corridor and approached the clerk at the reception.
“The call center says that only you can schedule the test”, I told her. She tried to deny that, so I let her talk with the woman on the phone.
“Well”, she told me, “why didn’t you tell me what kind of test you need? It is true that this test can only be scheduled directly”.
She scheduled the test for next Wednesday.
All this was daily practice of all human bureaucracy, not something worth writing about. But there was a twist in the plot that sounded to me like the harbinger of a new period.
We are all excited about how machines are acquiring artificial intelligence that allows them to emulate human reasoning and behavior.
Well, as I called the call center, the first response from the bot was to say that “we are sorry for the inconvenience but the system is very busy right now and response time is unusually long. Please try to schedule through the site.”
As I ignored this “try with another” initial response and filled my details anyway, the response was immediate, with no delay at all.
I really appreciated how the bot was adopting the intelligent methods of our human brothers and sisters, making me feel at home.
(Haifa, July 2018)