Machines that answer back

"PRESS one if you are calling to check your balance, press two to set up an appointment." Such automated telephone services have been annoying callers looking for simple help for several years now. On the telephone, people want to deal with a human being, not a recorded voice putting them through hoops (see article). Yet that does not have to be the case. Consider the success that some companies have had with services that respond automatically to inquiries sent by e-mail.