Call Centre Technology

[bennydorano]

Maybe this all old hat, but it was new to me today. I had reason to phone Amazon today & was met with (presumably) a call centre operation. It seemed to me to be totally computerised, the voice seemed synthesised ( cowboy American accent). I was wondering was it fully automated or was it some Indian fella just typing in answers to a computer & the voice modulator/synthesizer answering me? I was never once asked to repeat anything & that was surprising as i'm not easy to make out on  occasion & heavily accented -  to the Indian call centre workers anyway.

Have to say I was very impressed, mucho Kudos to Amazon, but maybe as I say it's old hat? Or it's not operating as I imagine?