Once you see it, it feels so obvious, but has so much potential. Great job again, Teehan+Lax.
right. complexity seems a bit much here. ideally, these types of questions should be asked before placing the call, collecting information and filtering the user to the correct line before dialing.
though the use case here doesn't really allow for that. am i rambling again?
Read to the end and you'll find this:
“One current work-around is to prompt the user to step through the menus before the call, and then inject DTMF tones (with the necessary delays) during the dial process.”
You'd want the ability to navigate via voice or touch, no? A phone call is a “dumb interface” over voice. The menus simply enable an alternate use of the same thing. This is more elegant than it is complex.
Plus, the ability to sell more things to … me is probably attractive to clients like Air Canada.
could've just said "yes, you are rambling."