User:Wyn/Special Issue 25/Protocol For Call Center?: Difference between revisions
(Created page with "== 1. Description== === 1.1 Prototype === Our radio show explores the power dynamics in call center systems through a series of role-play conversations. The confusion and questions we encounter reflect the gaps between protocols and real human needs. The conversations, advertisements, and system responses emerge as layers of bureaucratic communication. During our group meeting, we were inspired by shared experiences with customer service. Since the theme of protocols was...") |
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'''Role-play Scripts''' | '''Role-play Scripts''' | ||
Four scenarios based on real experiences, showing how customers and agents navigate system constraints. | Four scenarios based on real experiences, showing how customers and agents navigate system constraints. | ||
'''Phone System Elements''' | '''Phone System Elements''' | ||
Automated messages, hold music, and system prompts that interrupt and shape human conversation. | Automated messages, hold music, and system prompts that interrupt and shape human conversation. | ||
'''Advertisements''' | |||
''' Fake Advertisements''' | |||
Inserted phone advertisements that highlight the human-AI relationship. | Inserted phone advertisements that highlight the human-AI relationship. | ||
==Feedback== | ==Feedback== | ||
The role-play format effectively demonstrated the frustration of both customers and agents within systematic constraints. | The role-play format effectively demonstrated the frustration of both customers and agents within systematic constraints. | ||
== | ==Reflection== | ||
The project explores how humans are conditioned by machine expression, and how protocols fail to address human needs. Through the lens of interpretative labor, we see how agents must bridge the gap between rigid systems and human emotions, while bearing the emotional cost embedded in product pricing. The increasing use of automated customer service by major companies further dehumanizes communication, amplifying negative emotions through repetitive, mechanical interactions. The system's unwillingness to account for emotional value reveals the limitations of protocol-based communication. | The project explores how humans are conditioned by machine expression, and how protocols fail to address human needs. Through the lens of interpretative labor, we see how agents must bridge the gap between rigid systems and human emotions, while bearing the emotional cost embedded in product pricing. The increasing use of automated customer service by major companies further dehumanizes communication, amplifying negative emotions through repetitive, mechanical interactions. The system's unwillingness to account for emotional value reveals the limitations of protocol-based communication. | ||
Revision as of 22:56, 29 October 2024
1. Description
1.1 Prototype
Our radio show explores the power dynamics in call center systems through a series of role-play conversations. The confusion and questions we encounter reflect the gaps between protocols and real human needs. The conversations, advertisements, and system responses emerge as layers of bureaucratic communication. During our group meeting, we were inspired by shared experiences with customer service. Since the theme of protocols was central to our discussion, we created a fictional call center to examine how language operates within systematic constraints. We wanted to explore how agents serve as mediators rather than power holders, caught between system limitations and customer needs.
1.2 Design
How can we reveal the power dynamics in automated systems? How do protocols shape human communication? How do we structure the tension between human needs and systematic responses? It reminds me of the concept of interpretative labor - agents must constantly interpret between rigid protocols and fluid human situations. The system transfers both problem-solving and emotional labor onto agents, who must absorb customer frustrations while lacking the agency to resolve systemic issues. We collected stories from Reddit and classic film scripts about call center experiences, creating four role-play scenarios that demonstrate this double bind, focusing primarily on the user's dilemma within the system. Sound Techniques: A. Role-play Dialogue
Character development Emotional progression System interruptions
B. Sound Elements
Phone system sounds Hold music AI voice prompts
C. Narrative Structure
Multiple scenarios Advertising breaks System messages
D. Tension Building
Growing frustration Protocol limitations Human-AI interaction
1.2.2 Material
We selected and adapted stories that highlight the relationship between humans and automated systems. The dialogue serves as a backbone to explore how people are conditioned by machine expressions. The system sounds create an institutional atmosphere, expressing the cold, automated environment of call centers. Music and advertisements add ironic commentary on the commercialization of human interaction.
1.2.3 Sound Source(parts)
Role-play Scripts Four scenarios based on real experiences, showing how customers and agents navigate system constraints.
Phone System Elements Automated messages, hold music, and system prompts that interrupt and shape human conversation.
Fake Advertisements Inserted phone advertisements that highlight the human-AI relationship.
Feedback
The role-play format effectively demonstrated the frustration of both customers and agents within systematic constraints.
Reflection
The project explores how humans are conditioned by machine expression, and how protocols fail to address human needs. Through the lens of interpretative labor, we see how agents must bridge the gap between rigid systems and human emotions, while bearing the emotional cost embedded in product pricing. The increasing use of automated customer service by major companies further dehumanizes communication, amplifying negative emotions through repetitive, mechanical interactions. The system's unwillingness to account for emotional value reveals the limitations of protocol-based communication.