Did You Say ‘Air Canada?': Telstra’s Dodgy Voice Recognition Software

Prototype - Telstra Voice Recognition tool ©

Might I be the only person who has had this frustrating exchange with Telstra’s voice recognition software? Recently, I dialled ‘1223’ to get a number for a car stereo repair service called ‘Metro Stereo.’

When asked by the voice prompt to state my listing I clearly said “Metro Stereo”. The response I got in reply?

“Did you say ‘Air Canada’?”

Huh?!

Except for the coincidental occurrence of the letter ‘r’ in both listings, there is nothing, to the best of my knowledge, to link “Metro Stereo” with ‘Air Canada.’ I tried again, thinking it must have been a fluke. But again I was offered to experience the telephonic delights of Canada’s national airline. I tried thinking laterally. Maybe someone within talking distance was shouting ‘Air Canada’ at a volume only dogs and voice recognition software can hear.

So I hung up and tried again after walking some distance away. Again, I received the same preposterous response. I did get a live operator by time #5. She said she couldn’t find any listing for ‘Metro Stereo’ and promptly disconnected. (Now that I think about it, maybe if I’d asked for ‘Air Canada,’ she would have known exactly what I was talking about). I even started to wonder whether strangers thought I was speaking an entirely different language when I uttered the English words that are my native tongue.

Clearly, Telstra would do better to stop charging the high rates they do on unsuccessful attempts to use their clunky voice recognition software. Alternatively, Telstra could invest in a better package that would not mistake ‘Metro Stereo’ for ‘Air Canada.’ Or, in a pinch, if they insist on putting us in touch, at least Telstra could help train Air Canada in the art of fixing car stereos.