When Your ISP Bot Won't Let You Talk to a Human
What happens when a voice agent understands you perfectly and still can't help? This episode unpacks a real ISP support call where a customer with a single, documented request — whitelisting a third-party modem — got trapped in a connectivity diagnostic he didn't need, in a language the bot's escape hatch didn't recognize. We name the failure pattern (the single-intent state machine), explain why the "speak to a human" keyword never fired, and dig into why containment metrics reward exactly this kind of broken experience. If you've ever fabricated answers just to get past a bot, this one's…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.