Warning to the unwary: This one could be a biggie! It will have at least 6 pictures in it and an inserted document that I did not write directly but which, for reasons that will be explained still counts as part of my work. I just wanted to warn you in case you are accustomed to just dropping in for a quick read!
***
I think I must be a country boy at heart (I’ve always lived on the outer edge of whatever village, town or city that I have moved to) because up until a few of years ago, whenever the acronym “AI” was used, the words that popped into my head were… “Buckets of Bull Semen”!
That, of course, is because for many years the “I” part of it stood for “Insemination”. And if you don’t get the association between “Artificial Insemination” and “Buckets of Bull Semen” then I despair for you and can only suggest that you google at least one of those terms (preferably the first) and educate yourself a bit!
And that is quite enough of the vaguely distasteful version of that particular pair of vowels – so let us move on to the current popular meaning.
The ever-reliable Wikipedia describes Artificial Intelligence as:
“The capability of computational systems to perform tasks typically associated with human intelligence, such as learning, reasoning, problem solving, perception and decision making. It is a field of research in computer science that develops and studies methods and software that enable machines to perceive their environment and use learning and intelligence to take actions that maximise their chances of achieving defined goals.”
There is actually a great deal more to the article than that but the bit I have quoted sums it up nicely and if you want more you are welcome to look it up for yourself.
It is the science that makes devices such as “Alexa”, “Siri” and the like come up with human-sounding responses to your questions and enables machines to give an excellent account of themselves when playing chess or other thought-intensive games.
There are many other practical uses for AI, but as with anything else made available to humanity generally it has become subject to abuse and frivolous (though sometimes funny) usage.
You can ask an AI application to do just about anything for you – write letters, do your homework, university dissertations or even blog posts! It can produce pictures of photographic quality of things that did not exist in the real world and can pretend to be a real person with quite a high degree of indectability!
Let us take a look at a couple of the things mentioned in that last paragraph – which I have tried out for myself.
Firstly, blog posts, because that is of particular interest to me – and why on earth would I want to turn over to a bloody computer something that I take such pleasure in? What would be the point?
In November 2022 I wrote a somewhat jaundiced account of my experience of computerised (so-called) Helplines. It ran to just under 1000 words and you can read it here: https://littlealfie.wordpress.com/2022/11/21/your-call-is-important-to-us/ . In fact, I suggest that you do so right now because this was the piece I decided to use to test AI with and I want you to read how I did it first.
On 5th November 2025 I asked Google Gemini to “Write a one-thousand-word blog post for \\littlealfie.wordpress.com on the subject of corporate telephone helplines.”
Here is what it produced (in a matter of seconds):
***
The Ring of Truth: Why Corporate Helplines Are the Bane of Modern Existence
There are few experiences in modern life that unite us in shared misery quite like the corporate telephone helpline. The moment the robotic voice chirps, “Your call is important to us,” a collective groan echoes across the nation. For a blog dedicated to the Little Alfie in all of us – the consumer, the individual, the one who just wants to speak to a human – there is no greater monster than the automated, labyrinthine, soul-crushing black hole of the company call centre.
We’ve all been there. A simple billing query, a failed product, a lost password. The problem itself is a minor inconvenience. The solution-seeking process, however, is an odyssey worthy of Homer, a trial by fire that leaves you feeling less like a valued customer and more like a laboratory mouse in a psychological experiment.
The Seven Stages of Helpline Hell
The corporate helpline experience is so standardised in its awfulness that it follows a predictable, seven-stage trajectory of despair:
1. The Automated Gatekeeper (The IVR)
It begins with the Interactive Voice Response (IVR) system. A voice, usually one that sounds suspiciously cheerful for a system designed to frustrate, presents you with a menu of irrelevant options. “Press 1 for Sales. Press 2 for Billing. Press 3 for Technical Support. Press 4 to hear these options again.”
The irony is palpable. You are calling about a highly specific, niche issue. Yet, the system forces you into broad, ill-fitting categories. You inevitably press the number that seems closest, only to be transferred to another, equally baffling submenu. By the time you find a number that promises a human, you’ve already had to repeat the same information to the machine multiple times. It’s a digital moat designed to deter you.
2. The Eternal Hold and The ‘Soothing’ Symphony
And then, the waiting. This is the real killer. You are plunged into the eternal queue. The hold music, a tinny, cyclical loop of something vaguely elevator-jazz or, worse, an aggressively optimistic pop song from 1997, begins its psychological assault. Interspersed with the music are the repeated assurances: “Your call is very important to us. Please hold for the next available agent.”
But is it, truly? Statistics suggest otherwise. Research indicates that customer satisfaction plummets from 95% to 55% when wait times stretch from five to twenty minutes. And yet, many of us routinely endure waits far longer. Our time, the most finite of all resources, is treated with contempt.
3. The Unnecessary Repetition
The wait is over! A human voice, finally. Relief washes over you, but it’s short-lived. “Could I please have your account number, your full name, your postcode, the first line of your address, and your mother’s maiden name?”
You’ve already entered this information into the IVR. You probably keyed in your account number on your phone’s keypad. Yet, the new agent, often with no visibility of the data you’ve already provided, demands it all again. This, perhaps more than anything else, is a failure of basic system integration and a clear sign that the company values its internal silos more than your sanity.
4. The Grand Transfer
You explain your issue, eloquently and with a growing sense of urgency. The agent listens… and then, the dreaded words: “I understand, sir/ma’am, but that department handles that specific query. I’m going to transfer you.”
The Grand Transfer is a lottery. Will you be hung up on? Will you be sent back to the start of the IVR system? Will you be sent to an even more irrelevant department? Customers get intensely annoyed when they are transferred between departments, forced to repeat their entire case history. The company’s internal organisation becomes your problem.
5. The Scripted Conversation
When you finally connect with an agent in the “correct” department, the conversation feels hollow. Their responses are mechanical, drawn from a script. They use positive language, yes, but it lacks genuine empathy. You are not a human being with a problem; you are a data set, and the agent’s goal is to find the corresponding pre-written solution.
This over-reliance on scripts, often to meet key performance indicators (KPIs) like Average Handle Time (AHT), frequently leads to an agent being unable to think outside the box or apply common sense. You find yourself explaining why the scripted solution doesn’t apply to your unique problem, only to have the script repeated back to you.
6. The “Escalation” Abyss
When the script fails, they offer an escalation. This is often the point where you feel a flicker of hope. An escalation promises a manager, a senior specialist, a magical problem-solver. In reality, it usually means your issue is put in a queue for a call-back that may or may not arrive, with a timeframe so vague it could mean tomorrow or next month. The problem is punted into the abyss.
7. The Hollow Victory
Eventually, by sheer force of will, persistence, and perhaps a small dose of mild corporate blackmail (e.g., threatening to cancel your service), you get your issue resolved. It’s a victory, but a hollow one. You hang up, exhausted, having spent an hour of your life and a significant chunk of your emotional energy on what should have been a five-minute conversation. The experience has successfully eroded any residual goodwill you had for the brand.
A Brighter Future: Demanding a Better Helpline
This state of affairs is not inevitable. It is a deliberate business choice—a choice to prioritise cost-cutting, efficiency metrics, and technological deterrence over genuine customer service. The companies that are getting it right, the rare heroes of the corporate world, understand that a helpline is not a cost centre; it is a critical point of customer retention and brand loyalty.
How do we, as consumers, demand and foster a better helpline experience?
- Stop Hiding the Human: Companies must make it easy to speak to a human within two or three IVR selections, with a “speak to an agent” option always available.
- Embrace Integration: If a customer has given information to an IVR, that data must be visible to the live agent. A customer should never have to repeat their account number.
- Prioritise First Call Resolution (FCR): Industry best practice aims for an FCR rate of 80% or higher. Agents need comprehensive training and the empowerment (and time) to solve a problem completely, even if it slightly increases the AHT. A longer, single call is always better than two short, frustrating calls.
- Value Empathy Over Scripting: Agents must be trained to listen actively, show genuine empathy, and be given the autonomy to deviate from the script to find a common-sense solution.
- Offer Better Alternatives: Proactive, intelligent self-service tools, well-staffed live chat, and clear online knowledge bases can deflect simple calls, leaving the phone lines clear for genuinely complex issues.
The corporate helpline, in its current guise, is a relic of a past where customer inconvenience was acceptable. In a hyper-competitive market where one bad experience can send a customer straight to a competitor, the ring of truth is that the phone line is the front line. It’s time companies’ stop treating their helplines like a punishment for calling and start treating them like the opportunity for loyalty that they are.
For now, Little Alfie and his peers will keep their phone batteries charged, their stress-balls squeezed, and their patience strained. But the good news is, we know what good service looks like, and we are starting to demand it. The IVR’s days of supremacy are numbered.
***
Now, I assure you that I have read all of that and have to say that there is nothing in the content that I disagree with!
My first thought was, I have to say, “My God that was BORING!”
It was just like a report that had been commissioned for a Board Meeting of a very dull Company – there was not the slightest hint of humour or wit to be found and I like to think that you, the reader would much prefer to read it the way I wrote it and I hope that you will call me out if something of that type should appear here.
The second thought I had about it was “Wow! That was fast – had it already been asked to do that job and just rehashed it?” You will have noticed that it did personalise the document by referencing “Little Alfie” a couple of times in the text – which may suggest it is an original piece. Or possibly not.
My second experiment concerned the creation of an “original” photograph.
As you may have read on this site, I have a broken ankle at present and my right foot and calf are currently in a cast. I recalled old monochrome pictures of hospital wards with people having their whole plastered leg in traction – with weights pulling that leg up in the air – and thought it would be fun to use one as a Zoom background for my weekly quiz.
As I could not find any such pictures, I decided to create one with AI. I asked for something like “A 1950s hospital ward with patients having plastered broken legs in traction”. I even added a “please” because we don’t want to upset the machines, now do we? This is what I got:
And at first, I was quite pleased with it but then I began to notice a couple of irregularities!
Let us just concentrate on the man in the bed nearest to us. He seems to be utilising not one but two of the frames to which the ropes are attached and the second one is the whole width of the window away from his bed! If you magnify the picture, the clock also appears to have five hands!
For me though the big give away that this picture is not real is the TOES! All of the patients have one leg on the bed but ALL of their toes in the plaster cast! Thus:
That looks extremely uncomfortable to me!
It could be that I was guilty of the old programming GIGO rule (Garbage In; Garbage Out) indicating that I did not explain what I wanted in sufficient detail but I prefer to think that AI just isn’t quite good enough yet.
What REALLY worries me, however, is that we begin to trust stuff produced in this way when we really shouldn’t.
To illustrate this, someone on the British Mensa Facebook page recently asked several different AI applications (which I won’t name) to “please draw me a representation of a correctly wired UK mains plug showing wire colours and fuse. Thanks.” Another person being polite to the machines, you will notice.
When he saw the results though, his comment was “Good grief” which I think was quite restrained!
Just imagine if someone was writing a book of household hints and stuck one of those in without checking! The first one at least could cause fatalities! I’m not sure in what alternate reality the other three could ever even exist.
So, take my advice; Use AI, play with AI, have fun with AI but do NOT, under any circumstances, trust AI!
Finally, the plug pictures above are reproduced with permission of the guy who requested them and I am guessing that the ones that I asked for are my own property – I am certainly counting that 1000-word document included above as mine for word count purposes!
Alfie