Originally Posted by
RobOnLI
3. What is up with the Delta Plat line? It's a small detail but I really liked being greeted, "Hello Mr. RobOnLI. Thank you for calling Northwest...". When you call the Delta Plat line you get nothing but a "Hello. How can I help you?" It leaves me wondering if the agent got the screen pop of information based on my SkyMiles number and whether they know it's me or not.
4. The BS voice recognition system is horrible. I used to work in Call Center technologies and almost every customer I ever installed voice reco for pulled it out within a year. Not once have I gotten the Delta system to understand my SkyMiles number so I just enter it by phone pad now. Of course, even that fails 50% of the time and I have to re-enter it.
-RM
3. I used to get "Hello Mr. AndyTLe" on DL all the time. Last year, it was the more casual "Hello Andy". Recently nothing. Don't know if it is a change in protocol or just different agents.
4. What voice system, the one I call into immediately asks for my SM number and directly connects to an agent. The old DL system was voice or numeric (hitting 9 would give you the numeric menu options).