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411 Search

411 searches usually take just a few seconds. You call 411, give a city, state listing for the number you are looking for, and then give the name of the business or person you are looking for. Many systems are completely automated.

An automated 411 search has advantages for the phone company, but they can be a hassle for you as the customer. The phone company benefits because they don’t have to pay as many operators with an automated search system. Even when companies do employ operators for all calls, the operators are using a computer system to do your search for you. If they invest in a more robust computer system with voice recognition, they don’t have to pay many operators at all.

However anyone who has had to deal with voice recognition phone menus can attest to what a hassle they can be, and 411 searches are no exception to this. Computer software is improving constantly, but voice recognition software is still difficult to work with in many cases, requiring the customer to repeat themselves. Many times the caller ends up being routed to an operator after being unable to work with the automated system.

 

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