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Replacing an automated answering system with a human operator may reduce frustrations for workers’ comp claimants.

Most businesses and government agencies use interactive voice response (IVR) systems to streamline the process of getting callers to the correct department or person. Although an IVR can be pretty efficient, it can also be frustrating, especially when you end up in a loop, are on hold for several minutes, or aren’t given the option you’re looking for. In some case, the IVR system is sophisticated enough that you might believe you’re speaking with a person, but you’re still speaking with a machine.

Rosalie Donlon

Rosalie Donlon is the managing editor of National Underwriter Property & Casualty magazine. You can contact her at rdonlon@alm.com.

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