I don't think there is a person among you who hasn't been connected to a call center at least once to find out information about a company's service or product. What you probably didn't know is that the systems that monitor call center lines are programmed to identify certain words and transfer the caller to an employee when they detect those words. An American swore call center bot for Apple Care and in a few seconds it was transferred to an employee of the company, the method also being valid for other call centers.
Second, not kidding on this one. I was having some trouble with my (older) laptop and wanted to order a new keyboard to fix it myself. After exploring every possible option in the machine based list, I eventually got frustrated and used a few choice words that triggered something in the computer I was talking to. It cut itself off in mid-sentence, apologized, and in about 10 more seconds I was talking to an Apple tech.
It seems that many companies use this way of analyzing the mood of the caller and reduce the waiting time depending on what he says in the receiver. To be honest, I don't know if there is any company in Romania that has such a system implemented in the call center, but the next time you are somewhere, you can try the theory to see if you will be greeted by a polite employee willing to solve your problem quickly.
