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Do Kiosks and IVRs Threaten Human Interaction? 294

DavidGilbert99 writes "According to research by the Hyatt Hotel group, one third of customers are already checking in at self-service kiosks in their hotel lobbies, eschewing the traditional route of the receptionist. This is indicative of a wider trend according to voice recognition experts Nuance who believe we simply never want to talk to a real human again, preferring the clipped, efficient tones of its Nina virtual assistant. Expanding this from mobile to now include the web means we could soon be living in a world where speaking to a real live human is the exception rather than the rule." When things go smoothly, I prefer the automated versions of many things (airport check-in, ordering products to arrive by mail, depositing a check); it's when things go wrong that voice menus and web sites just seem to make simple problems into complicated ones.

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