Kristin L.
AI agent and survey experience need improvement
My professional background is in designing and supporting telephone-based IVRs, including AI agents, and my feedback is focused on the AI agent I encountered when calling the Lilly Direct phone number at 844-559-3471 and pressing the options related to questions about Zepbound vial orders. Hoping this feedback gets back to the team responsible for building/maintaining this system. 1. The tone/inflection of your AI agent's voice is honestly irritating. The voice itself has a vocal fry effect and the agent comes across as flippant. 2. The gist of my question was related to changing delivery between my home and a Wal-Mart pharmacy. The agent asked for my order number and I clarified that I didn't actually want to make that change, I just wanted to ask questions about making that kind of change. The agent then basically replied as though it had answered my question when in fact I hadn't been able to ask my question yet. The agent was then preparing to disconnect the call when I said you haven't answered any questions for me yet, send me to a representative which thankfully it did. 3. After a human agent answered my question, I asked to be sent to the survey so I could provide this feedback. I was successfully transferred to the survey but when I verbally replied "three" to the first question asking me to rate my satisfaction the survey flow said it didn't recognize my response (not sure why it couldn't interpret me saying "three") and disconnected the call. Why would it not give me another opportunity to provide a response before disconnecting?