At work recently I called another emergency veterinary hospital in our area, looking to purchase feline packed red blood cells for a blood transfusion. This place is our city’s largest pet ER and specialty center, and they have one of our only blood banks, so for a long time now they have struggled to manage the sheer volume of phone calls they get. Hold times are long. This time, a woman answered immediately. I could hear the sounds of keyboards clacking in the background. Unfortunately, it quickly became obvious that I was speaking to an AI answering service. It was like navigating a verbal phone tree, except all the options were hidden, so I didn’t know what responses would get me to the department I needed. When I turned away from the phone to speak to a coworker, it still picked up my voice and tried to respond to that input, which only confused the situation more. When I did finally manage to get through, the hold time was as long as it usually is. I ended up hanging up and buying the blood products from someone else. And the next time we needed blood from that hospital, we just had one of our doctors text her friend who works there for help, bypassing their phone system entirely.
I’m sure this system is programmed to tell anyone who is actively experiencing a veterinary medical emergency to come directly to their address. That’s not really my concern. It’s just such an incredibly user-hostile design that it’s almost guaranteed to cause frustration and annoyance before your clients even show up at your door. A recorded phone message with basic information and a series of numbered options is something people at least understand, even if they don’t like it. But being expected to speak conversationally to an AI to receive help was mildly bewildering and felt degrading in a way I can’t really articulate.