A Lost Voice
in Feature Articles
Having survived the scourge of Jack's automated testing debacle, Rita thought she could handle anything. Since that time, Rita had Operations burn/kill/destroy all the JCKRKS servers and set up new ones that she had full control over. Rita felt well-prepared for a future where nothing that bad could happen again. But sometimes those who only look forward are unprepared for the return of a long-forgotten relic.
In a different IVR-enabled part of their health insurance system, customers could call in to hear information about their health benefits. These benefits, as is par for anything with health insurance, were governed by a very complex set of rules, contracts, overrides, and addendums. Depending on the caller's employer, benefit administrator, subscriber level, eye color, astrological sign and feng shui positioning, their very specific set of benefit information would be read back to them.