I’m not sure if this is a “getting old” thing or what, but the fact that automation is creeping into everything is so scary to me. Actually, it’s not the idea of automation that’s scary; it’s the fact we can’t seem to do it right that scares me.
I had a discussion about this with a getting-old friend of mine not too long ago. I’ll call it “Adventures in the Men’s Room.” (It’s not what you’re thinking, you disgusting animals .. just read on!)
I was telling this friend about using the men’s room in my office. I was heading toward a urinal to take care of business, when I heard the paper towel machine start up. Apparently, it’s based on a motion detector, and I must have set if off by walking too close to it. I continued on to the urinal (yes, I use the low one, ‘cause I need the extra length.) As I’m in midstream, the urinal decided to flush … spraying the water/uric acid mixture all over my pants! So I curse, finish up and head to the sink to wash up. I put my hands under the faucet. No water. I look for handles. Nope, it’s also a motion detector. But where’s the activator? I move my hands up, then down. Nothing. I do it more rapidly. Still nothing. I moved my hands to the left, and then right, when .. uh-oh, too far to the right. The soap dispenser squirts onto my shirt sleeve. I move my hands back under the faucet to rinse off, and finally, I get water. But as soon as it starts, it stops! I go for the soap again. I move my hands up, down, bang on the nozzle, wave the back of my hand in a frenzied motion… Nothing. I move toward the water, and the soap comes out! “Mother trucker,” I scream. (Not really) Defeated, I grab the already dispensed paper towel to wipe off my arm. As I open the door to leave, I am mocked by the once-again flushing urinal.
Or how about the self checkout at the supermarket? Has anyone EVER completed the checkout successfully? It seems simple enough. Scan. Bag. Repeat. Pay. Leave. But.. not so fast! I scan an item and put it in the bag. I reach for the next item to scan, and the machine tells me, “Please place the item in the bag.” I JUST DID!! So, I take it out of the bag and put it back in. The machine tells me, “Please scan the item before putting it in the bag.” I ALREADY DID, GODDAMN IT!! I interrupt the clerk, who I assume is in the middle of a very important supermarket conversation with a co-worker, to wave her over. She punches in a very secret supermarket “eyes only” code, and I begin again. But wait.. I have the shopper’s card, and it never told me when to put it in, so I’m paying full price for everything. I quickly think of how I can avoid going home for the next … ever, because, you know, Carrie! (“You paid full price for everything? That’s it. You’re not allowed to shop anymore!!”) Oh, one last handy hint: If you’re buying tomatoes, make sure they have the sticker with the code on them. If they don’t, you get a choice of 15 different types of tomatoes to choose from, and I don’t know about you, but to me, there is no discernable difference between “Beefsteak tomatoes (3061)” and “vine-ripe tomatoes (3151)” — except the price. And I’m always on the losing end of that game. I can hear television icon Bob Barker in my head: “The price is wrong … BITCH!”
So, it if we can’t do bathrooms or supermarket checkouts, how am I expected to accept cars that drive themselves? How’s THAT going to work?
“Please say your destination.”
“Old Country Road, Plainview.”
I then sit back, smoke a doobie, and fall asleep. Why not? The car can drive itself! What better way to use my time? I awake in what I think is a half-hour, but is actually 17 hours later! (Really good weed!) I see a sign that says “Dallas, 65 miles.” Apparently, there’s an Old Country Road in Plainview… TEXAS! (Not sure if the problem here is the automation or the doobie! But if forced to testify under oath, I’d swear it’s the autopilot.)
And don’t even get me started on the “bots” that have replaced humans at call centers. I had THIS interaction just today trying to make an online payment on an account. For some reason, I couldn’t create a new account because I’d had one in the past, but that one was inactive, so I couldn’t make a payment OR create a new account. I needed tech support.
“Thank you for calling (ANY company!). Before I can get started, I’ll first need to get some information. Using the touch-tone keypad, enter your account number or social security number.”
I do that.
“You just entered XXX-XX-XXX. Is that correct?”
“Yes.”
“I’m sorry, I didn’t understand your answer. Is that correct?”
I think.. Is WHAT correct, my social security number, or the fact that the robot didn’t understand my answer?!?!? I re-key my number.
“OK. I’ve found your account. Do you wish to make a payment?”
“Representative.”
“OK, you wish to speak to a representative. Before I can transfer you, tell me a little bit about the reason for your call. For instance, you can say, “pay bill,” or “get a payoff figure …”
“Pay bill.”
“OK. You wish to pay your bill. You can visit our website at XXXXX.com to pay online, or pay now by phone. If you’re using a credit card or debit card, there will be a fee of $30 added to your payment. Do you wish to pay now?”
“Representative.”
“OK, you wish to speak to a representative. If this call is about a delinquent payment, press or say one… If this call..”
“REPRESENTATIVE!” I start violently depressing the “O for operator” key and the “pound or hash” key. (so THAT’S why they call it a pound key!) Then I hold them both down together, creating what I hope is one of those tones used by the CIA to inflict ear damage on ISIS!
“I’m sorry, I don’t understand that command. Please call back later.”
Aaarghhh!!
Like Charlie Brown, expecting a different outcome when Lucy says, “I promise I won’t pull the football away this time,” I call back.
We repeat the past 15 minutes of entering numbers, trying to explain to a robot what the call is about, and FINALLY, I get to a human. (SPOILER ALERT: Speaking to a human is not the advantage you’d think it should be.)
“Hello, this is Chuck,” he says in a familiar sing-song tone.
“Chuck? Really? Where are you based, Chuck?”
“I’m in Bangalore, India.”
“Yeah? Are there a lot of ‘Chucks’ over there in Bangalore?” Crickets. (I think they American-ize their names to make us feel more comfortable. So, I figure I’ll try to make HIM feel more comfortable. You know, break the ice a bit.)
“To whom am I speaking?” he says.
“I’m Sridivhar.”
“Let me try to help you, Sridivhar.” They have no sense of humor AT ALL. “What seems to be the problem?”
I explain my problem.
“OK,” Chuck says. “I can help you with that. But first, I’ll need your social security number or account number …”
If life were fair, no one would be subjected to the stream of expletives that rolls from my mouth at poor Chuck, who’s only trying to do his three-dollar-an-hour job!! But life ISN’T fair (see all of this above!) I think you feel me.
I slam the phone down and pour a drink to calm myself. It’s 9:45 in the morning.
Carrie comes into the kitchen and says, “Really? You’re drinking at 9:45 in the morning?”
I turn to her and scream: “REPRESENTATIVE!!!!”