If you have ever had the feeling you were talking to a machine when calling Verizon with a problem or concern, well … you just might be right. I just was deemed “unqualified” to go to work there by a computer. Yep. I went on what I thought was a group interview but instead was led to a room filled with computers. There were five of us. We were given a combination personality/problem solving/math/proof-reading examination.
As we were led out, we were each told (by the only other human being in the room) that the machines had found us to be “unqualified” to continue on to the part of the interview where we could speak to and interact with human beings. I was stunned.
I have been on quite a few job interviews in my time and they have all consisted of the “flesh covered models” handling the first part of the interview, whereupon if you made a good first impression it was only then you were sent to the “computer room” to take some additional skills tests.
Apparently at Verizon, they have disposed of that initial human facilitated interview and now trust the quality of their future employees to the “opinions” of the much more intelligent “units.” (Not to mention that computers don’t go on strike, insist on having a benefits package or need child care.)
How is this possible? How can a machine tell if you appear sincere, are well spoken or make a good first impression? This is scary. However, it does explain some of my concerns as to who (or what) is on the other end of the phone when I call with customer service or billing issues.
By the way, I am very qualified to work in customer service … I have a heart.
Susan Martin
Everett
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