I recently watched a friend pay a bill over the phone using an automated system. This was for the Gwinnett County Department of Water Resources. It had the usual “say or press buttons” interface – with the result that she nearly paid $6,000 (how many years of water would that be?). The truly annoying part (beyond “Enter the amount you wish to pay, using the star key as the decimal point and ending with the pound key”) was at the very end. The final message was – “Your confirmation number is nnnnnnnnnnnnn. To hear this number again say ‘Repeat’ or press one.”
That was IT! No other options – not to accept, not to pay another bill, not to end the call. Wouldn’t you like to see that flowchart?