gethuman


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gethuman

A standard for interactive voice response (IVR) systems created by Paul English in the summer of 2006. Designed to provide common functions for phone trees, the website (www.gethuman.com) also includes a database of phone numbers for obtaining a live person for customer and technical support at major companies.

Some of the gethuman functions are being able to dial zero for a human, bypass long prompts, to interrupt and go back to a menu while waiting and to receive updated estimated wait times at reasonable intervals.

An Ear Icon - The Gethuman "Earcon"
When users hear the gethuman "earcon" at the beginning of an IVR session, they know the phone tree is compliant with the gethuman standard. See IVR and phone tree.
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Rolandi has been the founder and owner of The Voice User Interface Company, a frequent columnist for Speech Technology Magazine, and an official advisor for gethuman.
But, as highlighted by Paul English's GetHuman initiative, it's not enough to buy technology off the shelf and automate customer service without considering the effects on your callers.
In the coming months, you should expect a return to prominence for Gethuman, or some new organization created to help focus consumer wrath born of poor service.
In that article, you argued that English, a well-known critic of automated IVR systems and founder of the GetHuman movement, was not right in most cases.
Partially based on the organization built up around the IVR Cheat Sheet, a new project, called gethuman and with a Web site at www.
But gethuman has also begun an ambitious project to actually transform the mechanisms that companies use to provide service.
Gethuman gets it wrong with its very first core principle, which the organization sums up this way: "Humans first--in cases where a human is available, a human should quickly answer the call and determine the caller's need.
The above guidelines are neither complete nor final, but are still being developed by the gethuman.
Following the example set by Consumer Reports magazine, the get-human team plans to conduct surveys and test automated and semi-automated systems to see how well they follow gethuman.