It became an endless loop. I had to hang up

Image

Caption

Chris

Being reliant on the phone for his health, Chris Loranger shares his concerns about AI-generated systems that don't recognise stammering. It's all part of our End The Phone Call Nightmares campaign

Nothing is making me feel marginalised more than my telephone.

I have a seizure disorder and when it began it came with a severe stammer, which is more about blocking on sounds than repeating them. I can communicate orally but only to people I feel very secure and comfortable with.  My preferred forms of communication are emails and writing notes on paper. When I need to make phone calls I use a telephone referral service.

I've also had three heart attacks and live with severe asthma. The greatest threat to my health, however, is that I live alone and have no family. I depend, therefore, on a personal alarm that works with my landline, connected to a service that can communicate with me via a speaker in my home. 

Recently, when I had to push my alarm, an AI-generated voice responded. It asked how it could help me. The good human responders always begin with questions to which the answer is 'yes' or 'no'. This time, however, I tried to speak but couldn't, and when that happens, I go for what I call, 'key words' —single words that convey a lot of meaning. But by the time I tried to get a word out, it asked me the same question again, and it became an endless loop. I had to hang up.

The telephone system learned early to accommodate the deaf. It's about time it learned how to accommodate the speech impaired.

In another case, I recently did not receive essential medication from a hospital pharmacy and their contact system didn't let me speak to a living person. I was effectively locked out, and the stress I was in made leaving a verbal message impossible.

Also, Apple's generated voice asks you questions and then tells you how to answer, requiring you to say one of their offered words. And you must answer quickly, or the question gets asked again and you are in another loop.

Since these recent incidents, I've been contacting companies that use AI operators, or who have telephone systems I can't negotiate, to get them to add a number to their contact page that people with speech or hearing impairments can use. 

The problems I am having are going to get worse with AI growing at an incredible rate; things that enable corporations to save money by reducing staff become popular quickly. Some who stammer can become socially isolated, particularly teens or older people. This could be made worse if accessing services and support that use AI responders that require oral skills become more widespread. 

What's important to me is to feel independent. But AI-generated voices are forcing me to impose on my friends and neighbours for support. 

The telephone system learned early to accommodate the deaf. It's about time it learned how to accommodate the speech impaired.

Get involved in the campaign

Help us to drive our campaign and keep the pressure up on call centres and businesses to make calls accessible for people who stammer. Share your phone call experiences, donate to the campaign, share our social media posts, volunteer and more. See how you can get involved.